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.

Tuesday, January 8, 2013

13 Customer Experience Trends to Watch in 2013

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Customer experience guru Bruce Temkin posted this prediction on Experience Matters. It is reflective of his knowledge, insights and resear...

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Monday, November 26, 2012

Customer-Focus: Why leaders of companies talk the talk but don't walk (or run) the walk?

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Over the years I have written about many aspects of (not) Walking the Talk. I found that Chris Brown, CEO of MarketCulture Strategies, hit...

Wednesday, November 7, 2012

Moving Up from Customer Service to Customer-Focus

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I have just published on SlideShare a deck. Moving Up from Customer Service to Customer-Focus 10 Lessons Learned by a Seasoned Customer ...

Sunday, October 28, 2012

10 Questions frequently asked about Customer Experience Management

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1) How long will it take to develop a Customer Experience Strategy? That will be dep...

Monday, September 24, 2012

Quick-Results method for improving your customer service

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If you are looking for a pragmatic and quick-results method for improving customer service, you have come to the right place. ...

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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.

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