Ed Gagnon is President of Customer Service Solutions, Inc., a customer service and retention consulting firm. An expert resource in his field, Ed recently wrote his second book Ask Yourself…Am I GREAT at Customer Service?. In addition, he co-hosts the “Stepping Up Service” podcast on The MESH Network, has written close to 50 articles in the Service Solutions column for the Charlotte Business Journal, blogs on customer service, and has composed over 600 editions of the Customer Service Tip of the Week – an e-Newsletter.
CSS, a Charlotte, NC-based consultancy, uses organization-wide culture and client retention assessments, customer service training, and research such as surveying and mystery shopping to help clients improve customer satisfaction, loyalty, and revenue.
by Ed Gagnon - What is a business that you patronize where you want the service to be REALLY, REALLY…slow? Come on…think…tough question, huh?…
by Ed Gagnon - Do you have a hobby? Let’s say your hobby is golf. So what would a basic question be that you’d…
by Ed Gagnon - Data Mining Done Right Leads to Personalization What company sends you customized mailers or e-mails with information or offers that…
by Ed Gagnon - Recent research from the American Customer Satisfaction Index studies (as noted in this businessinsider.com article) showed that 3 of the…
by Ed Gagnon - Delight your customers. Make them thrilled. Make them walk away with a smile, inviting you to their house for dinner,…
by Ed Gagnon - As a business manager, how do you know what level of service your company must offer to be successful? Everybody…
by Ed Gagnon - Even some of the best organizations have this problem. They’re great are selling, but they don’t view a new customer…
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