All posts by Andrew Gilliam

Andrew Gilliam is a passionate customer experience innovator and change agent. His vision: deliver Amazing Customer Service and Technical Support™. Learn more at andytg.com, follow @ndytg on Twitter, and connect on LinkedIn (linkedin.com/in/andytg).

Rules for Using Your Customer’s Name

Using customer names is the most simple form of service personalization, but it can go wrong. Here are five simple rules to use customer names effectively.

What Comes Before “The One Number You Need To Grow”

About six months ago, the survey that I’ve been working on for almost two years went live. It’s the first step toward revitalizing our Voice of the Customer program. In the beginning, I recognized that capturing actionable data will be very challenging and essential to gain traction. The old survey had been stagnant for about ...