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Customer Service Tips & Perspectives

Customer service perspectives of a seasoned consultant with a passion for Moments of Truth
(customer touch points) and bringing the customer inside the organization, because a sharper
customer focus produces a sharper competitive edge.

For customer service articles, a free customer focus self assessment and information about my
services visit my Customer Service Consultant website.

Wednesday, November 7, 2012

Moving Up from Customer Service to Customer-Focus

I have just published on SlideShare a deck.

Moving Up from Customer Service to Customer-Focus
10 Lessons Learned by a Seasoned Customer Service Consultant

Posted by Eric Fraterman - Customer Service Consultant at 4:21 PM

Labels: custom service;customer loyalty;customer experience;moments of truth;customer satisfaction, customer service, customer service improvement, customer service management'customer centric, customer-focus

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About Me

Eric Fraterman - Customer Service Consultant: Toronto, ON, Canada; I am the person behind Customer Focus Consulting. With more than 20 years experience in a wide range of industries, I am absolutely passionate about my work. In this line of consulting you cannot succeed without passion, especially for treating customers and employees right. I am totally focused on one issue and the theme of my work is always Sharper Customer Focus for a Sharper Competitive Edge. I help clients bring the customer inside their organization and then identify, measure and manage opportunities to meaningfully improve the Customer Experience. This sharper Customer Focus results in higher customer satisfaction, loyalty and long-term, sustainable profitability. I am also an expert witness for customer service in legal defence cases.

View my complete profile