Customer Experience
Making Your Website More Customer-Friendly
Your business’ website is one of, if not the, main ways that customers interact with your business, so making your website customer-friendly is critically important for your business to succeed.... read more
Leave This At Home Before Servicing Customers
1The customer service industry requires one to exercise certain characteristics when servicing customers. Poise, patience and professionalism to name just a few. There is, however, one three-letter word that can... read more
How Agent Performance Influences the Customer Experience
There are many factors that influence a customer’s experience when they interact with a contact center agent, and most of them fall directly under the agent’s control. An agent’s attitude,... read more
Is Your Contact Routing Designed for the Masses?
A symptom I see recurring when speaking to contact center managers who are deploying hardware-based contact center solutions is a desire to provide a more personalized experience to their customers.... read more
Customer Experience Lessons from Mom
1Image courtesy of Cellnique In honor of Mother’s Day this weekend, I thought this was a fitting time to share some customer experience lessons from Mom. It’s been a while... read more
Capturing and Evaluating Agent Performance
Often agent performance is measured quantitatively in terms of the number of calls they take per hour, average call time, average processing time, and so on. However, it is important... read more
Customer Experience is Everybody’s Business – Connecting the Dots
1Most company executives don’t think that their accounting department is in the Customer Experience business. True, very few members of financial management teams normally have a reason or opportunity to... read more
Customer Satisfaction Is A Relative Term
Customer perceptions of products and services, or companies and brands, are measured using different scales and methodologies. Regardless of any ambiguity of definitions and sophistication of methodology, any scale you... read more
Are You Feeling Lucky?
Today’s customers are inundated with marketing promotions involving contests, lucky draws, sweepstakes and a wide variety of other such schemes. I remember participating in a few of these as a... read more
CRM – Build for Adoption
1This post continues to explore the theme of Unlocking The Value of CRM. Previous installments can be found here and here. This installment focuses on Change: It is not the... read more
Unlocking the Value of CRM Enterprise Software – Part 2
This is the second installment of the inquiry into the best practices for Strategic CRM initiatives. Here is link to the post published earlier which sets definitions and boundaries for... read more
Unlocking Value of the CRM Part 1
1CRM initiatives used to be rightly considered to be the most challenging Enterprise Software undertaking by many people in business, yet many companies dipped their proverbial ‘toes” into this dangerous... read more
Customer Experience: How to Delight and Disappoint a Customer
If you are regular reader of this blog you may remember that I set-up a business bank account with Barclays Bank and shared my experience: Barclays Bank: what are the... read more
The Essence of Brand and Customer Experience
A few months ago, I asked a speaker, who represented herself as a ”marketing guru,” for an example of an excellent brand because she spoke about brand equity and brand reputation... read more
Avoid Charging Your Customers New Card Processing Fees
Customers don’t take well to change—particularly price change. Credit card processing companies in January assigned merchants a new transaction fee after previous restrictions resulting from a 2012 lawsuit had lifted.... read more
