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Scooped by Kristy Ferguson Berckmoes
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Why Your Company Must Be Mission-Driven

Why Your Company Must Be Mission-Driven | Customer Service | Scoop.it
A clear mission inspires employee engagement, fosters customer engagement, and helps boost company performance. But for many executives, it remains an underused asset.
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Take These Two Steps To Create A Nordstrom-Quality Customer Service ... - Forbes

Take These Two Steps To Create A Nordstrom-Quality Customer Service ... - Forbes | Customer Service | Scoop.it
Take These Two Steps To Create A Nordstrom-Quality Customer Service ...
Kristy Ferguson Berckmoes's insight:

I love that they touch on the unexpressed customer needs.

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The Six Golden Rules of Customer Experience

The Six Golden Rules of Customer Experience | Customer Service | Scoop.it
Providing good service is not rocket science. ROBERT Fulghum's classic All I Really Need to Know I Learned in Kindergarten tells us that daily living doesn't require complicated formulas. If a USAA member calls to change his address, reps are trained to understand why and deal with bigger issues.
Kristy Ferguson Berckmoes's insight:

A must read!

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