Highly sought after author, speaker and trusted advisor to service & support leaders around the world, Phil literally wrote the book on how to earn respect and then demand respect on behalf of your customers.
Before I travel abroad, I call my credit card companies to let them know where I’ll be no matter how many countries I stop in. I started doing this after I was left scrambling to find an alternate method of payment when a credit card company thought the card was stolen and denied payment.
One of […]
During my recent trip to Berlin, I was given a personal tour of Deutsche Bank’s ‘Branch of the Future’. This innovative and stylish branch encompasses the latest technologies with novel concepts drawn from upmarket retail stores and cafes.
As you walk in, there are pictures of staff working that day with their names and areas of specialization. […]
Interesting factoids from some of the talks - from Sean O’Driscoll, former GM of Community Support at Microsoft, now on his own. One observation was that the search tool (e.g. Google) gets most of the credit for the content that you (or your customers) have created.
Another presentation was from the Church of the Latter Day […]
By popular demand, I’ll be delivering a revamped ‘Be the Voice of the Customer’ workshop which focuses on how to earn respect then demand respect on behalf of your customer. The workshops are small, intense, not held often and consequently sell out well in advance. Sign up now: June 5, 2008.
More than ever, you face decisions about support and services strategy that take you into uncharted territory.
How should you structure global support? How do you motivate a globally distributed support team? Can you migrate customers from free to fee-based support? Is self-service really an option? What about new technologies? How do you switch from ‘activity’ based metrics to ‘outcome based’ metrics? How do you make support the voice of the customer?
These are tough issues because your best in-house people simply don’t have the right information to show all your possible options.
That’s why it’s probably time to have a chat with Phil Verghis. Phil is a highly respected management consultant who has helped dozens of support and services executives devise winning strategies. He’s been a top-level support executive himself, he’s written the definitive book on customer-centric management, and he has hands-on experience with implementing new metrics, new systems, new business models, and new market development initiatives.
But most importantly, Phil brings a fresh perspective to problems that seem to have no easy solution. One client calls this knack “Phil’s magic.” Another says, “You helped us see possibilities that we never knew existed.” And another calls him “my most trusted advisor.”
If you’re venturing into uncharted territory and want a better idea of your options, give Phil a call at +1 (617) 395-6613 (or send him an e-mail at Phil [at] verghisgroup.com). Talk about the problem you’d like to solve, and see if he can help. Then, if you like what you hear, consider bringing Phil in to your offices for a one- or two-day brainstorming session, or perhaps for a larger project or an ongoing advisory relationship.
With Phil as your advisor, you’ll be surprised at how many new possibilities open up for you and for your company.
Powered by