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.
Boston, MA — Drawing on an impressive lineup of speakers, the 2009 “Voice of the Customer Conference” will focus on leading-edge issues in building end-user communities, improving satisfaction metrics, and creating customer-centric organizations. The conference, produced by the First Wednesday Roundtable, will take place in Bolton, Mass. on Nov. 3 with a day of optional [...]
I’m in London at the moment, at a client site for a few days. (Note to self: Try to avoid overnight flights and going directly to work after only 1 hour sleep.)
It’s always refreshing going to a ‘remote’ site, and something I’d recommend all of you that manage global teams do so every so often. [...]
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MORE NEWS »Are you under severe pressure to cut costs and improve profitability at the same time, but aren’t sure if you have done all you can? Perhaps it is time to give me a call. Many clients have taken advantage of a rapid but thorough service assessment to give them a step-by-step roadmap to service excellence while reducing inefficiencies.
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.
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