Zeisler Consulting

JANUARY 14, 2025

Think about it: If you have an old-fashioned (on-shore, lets go for broke!) But if theres no marginal cost in helping more Customers with any particular problem they may be having, what incentive is there to fix those root causes? for those calls: some fraction of an FTE.

Contact Center 93

Contact Center Fashion Resources System 93

Zeisler Consulting

AUGUST 6, 2024

Clients ask me all the time how to increase the response rate for their surveys. Plenty of folks talk about incentivizing participation, and what’s in it for me approaches.

Fashion 93

Fashion Survey Feedback Brands 93

Zeisler Consulting

MARCH 14, 2023

If your systems and processes are built for growth, there’s no reason the increase in your Customer base should coincide in a strictly direct fashion with your growth in support personnel. In fact, growing support suggests that the need to fix your Customers’ issues is outpacing your projections.

Fashion 72

Fashion Customer Care Customer Centricity Course 72

Zeisler Consulting

AUGUST 1, 2023

The idea being that it certainly beats the old-fashioned method of showing up, taking a number, and sitting waiting for your turn once you get there. This is an incredibly handy concept as it allows you to plan your visit based on when’s best to leave to get there on time, or perhaps knock out another task or two before you are seen.

Wait Times 72

Wait Times Fashion Omni-Channel System 72

Zeisler Consulting

MAY 27, 2021

Finally, I had to ask a leader of the organization who’d grown so used to seeing everything in control chart-fashion, “Okay, so what’s your corrective plan if you bust your Upper Control Limit on your C-SAT?” That was a breakthrough day.

Customer Centricity 72

Customer Centricity Fashion Culture Customer Satisfaction 72

Zeisler Consulting

FEBRUARY 23, 2022

Perhaps there’s even a combination of options…maybe a charge for that tracking, a charge for insurance, a charge for requiring a signature…that the shipper can piece together in an à la carte fashion. Undoubtedly there are internal terms for each of those add-on features.

Insurance 72

Insurance Fashion Customers Customer Centricity 72

Zeisler Consulting

FEBRUARY 23, 2022

Perhaps there’s even a combination of options…maybe a charge for that tracking, a charge for insurance, a charge for requiring a signature…that the shipper can piece together in an à la carte fashion. Undoubtedly there are internal terms for each of those add-on features.

Insurance 72

Insurance Fashion Customers Customer Centricity 72