Customer Experience
Your Service Level Goals – 80/20 is so Retro!
In the many contact centers I’ve worked with, I have found that more often than not, the service level goals are set at 80/20 – 80% of calls/contacts answered within... read more
How To Create a Winning Customer Service for Your Business
A winning customer service is the most important tribute to the success of any business. If your customers are left with a bad taste in their mouths, your business is... read more
Whither CRM?
2We talk to companies, thought leaders and analysts in the Social Business/Customer Experience/CRM space and learn from them on a daily basis – one of the key things that strikes... read more
How to Win the Customer in Every Customer Service Situation
2Good customer service experiences are the foundation of any company that wants to win the customer. When it comes to good customer service, it seems like now more than ever,... read more
Are You Creating A Sense Of Urgency With Your Customers?
1I do deal reviews with sales people every week. Too often, I hear the same thing, “The customer is busy right now, they’ve asked me to call back in 30... read more
3 Keys to Succeeding in the Age of the Customer
1With the age of the customer comes a problem, according to Rob Brosnan, senior analyst at Forrester Research. The issue: Organizations have focused on optimizing their websites for years. But... read more
When Things Go Wrong, Don’t Forget the Core Principles of Customer Care
1Recently, I had an experience whereby the principles of customer care sorely failed, and it reminded me that even when logistics break down, supplies fall short, and a company ends... read more
The Real Definition of On-Time Delivery and Three Ways to Keep Up
What’s the real definition of on-time delivery? According to a recent book titled Exceptional Service, Exceptional Profit, the real definition for on-time delivery is not defined by anyone except the... read more
The Secrets To Amazon’s Wall St.-Defying Customer Experience Strategy
Earlier this month, Amazon CEO Jeff Bezos delivered his annual letter to shareholders. And what a letter it was. One Business Insider article said the letter “should inspire every company... read more
Three Quick Wins for Your Voice of the Customer Program
So you’ve just launched a big, shiny, new Voice of the Customer program. What now? For those just starting out on the journey of customer experience transformation there are three... read more
Localization – Delivering a Locally Relevant Customer Experience
Consumers have greater choice and higher expectations than ever before as a result of technological advancement and improved availability of products and services across the globe. Catering to the linguistic,... read more
Does Love Lie At The Heart of Service & Loyalty?
2I was introduced into the ethos of service around the age of 6. I would arrive back from school in the afternoon and be welcomed back by my mother. She... read more
Skip the Parlor Tricks and Optimize Customer Relationships
If you ever had the chance to walk by a meeting at Monetate HQ, there’s a good chance you’d hear me saying the Latin phrase “Post hoc, ergo propter hoc”... read more
Customer-Centric Leadership: What Can We Learn From Jeff Bezos?
Jeff Bezos and Amazon have been in the news courtesy of Bezos latest letter to shareholders. If you have any interest in what constitutes a customer-centric orientation then I throughly... read more
The Top 7 Ways To Make Customer Experience More Personal
According to recent research, 78% of consumers reported that their most satisfying experience took place when a capable and competent service support representative answered their queries. Thus, it’s high time... read more
