Ed Gagnon is President of Charlotte-based Customer Service Solutions, Inc., a customer service and retention consulting firm founded in 1998. CSS helps clients improve their bottom line by improving their customer service. CSS uses organization-wide culture and customer retention assessments, customer service training, and research such as surveying and mystery shopping to help clients improve customer satisfaction and revenue.
Ed’s 20+ years of consulting experience includes work with Andersen Consulting (now “Accenture”) and Premier. He earned an MBA at the McColl School of Business at Queens University in Charlotte, NC. This was a complement to a Bachelor of Arts degree in Economics earned at Furman University in Greenville, SC.
As a co-founder of CSS, Ed has worked with many organizations in such industries as sports, healthcare, government, and, educational services. The engagements are typically focused on identifying and implementing strategies to more effectively retain existing clients and grow business with them.
Ed has successfully completed over 600 projects in 15+ states over the years, and he has often been noted in the media either through writing or sharing his insights. Ed has been interviewed on customer service by such publications as the New York Times, Kiplinger Business Forecasts, The Christian Science Monitor, and Human Resource Executive. Ed has also been featured on WJZY’s Charlotte Now and WFAE’s Charlotte Talks with Mike Collins.
An expert resource in his field, Ed recently wrote his second book “Ask Yourself…Am I GREAT at Customer Service?” In addition, he has written close to 50 articles in the Service Solutions column for the Charlotte Business Journal, has composed over 600 editions of the Customer Service Tip of the Week.