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You are Not Your Customer

  • March 10, 2020

Our Intelligentics team was recently coaching a client's customer service agent for the first time. She exemplified one of the common struggles we encounter in our assessment and coaching of front-line agents. She thought that her customers were just like her. Most people don't stop to realize it, but we all tend to let our egos assume that we are…

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Where Do You Invest Your Research Dollars?

  • September 12, 2019

I was at a conference a few weeks ago and struck up a pleasant conversation with an insurance company’s Customer Service manager. In the course of conversation, I found out that our group had proposed doing some customer satisfaction research for his company. He explained to me that his superiors chose to spend their money on some different research, not…

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