Customer Experience
Think Twice Before You Change The Channel On Customers
The importance of maintaining multi-channel customer service options Many company executives view mobile apps and social media as a new way to market products, but their customers see them as... read more
A Path to Profitability in the Contact Center? Definitely!
Profitability in the Contact Center? Definitely! Using What You Know to Find the Way From decades of owning my own businesses and years of providing management and leadership training and... read more
The Value of Great Customer Service
Seventy-eight percent of consumers say that they only buy from businesses that make it easy for them to deal with, and a third believe convenience is more important than price.... read more
Good Old-Fashioned Customer Service
Remember the good old days, when you didn’t have to pump your own gas? Whatever happened to full-service service stations? I was watching American Pickers on the History Channel with... read more
Building a Case for Case Management With the Right Customer Process
Your processes are in a mess. You have no idea how much work actually comes into the organization. You want to invest in a Case Management tool but just don’t... read more
Customer Experience and Organisational Change: Reflections on the Limits and Folly of Outside-In
2The genesis of this post is a conversation that I had recently with Rod Butcher, a man who has been at the coal face of Customer Experience in a large... read more
4 Best Practices for Better Government Customer Service Delivery
Government agencies are adopting customer service best practices that have been tested and honed over the past several years by commercial brands and are utilizing them to quickly level up... read more
5 ‘Must Do’ Things for Retaining Customers’ Satisfaction
After getting the customers on the roster, it is imperative to retain them for ensuring the going concern of the business. Customer satisfaction is the process of meeting or exceeding... read more
5 Tips for Building Your Customer Engagement Strategy
2What is customer engagement and why do you need it? From a marketing perspective, customer engagement is all about deepening your relationship with your current customers and establishing new, high-value... read more
The Future of Business: Six Layers of Customer Engagement
Over the past few years I have been giving a speech about the “six layers” of customer engagement. It has been a hit with my audiences and it occurred to... read more
Do Your Customers Feel Bullied?
Winning in the marketplace comes with a lot of hard work and sustained effort. It is easy to fall into the habit of winning. Though it is a great feeling,... read more
Building Collaborative Relationships with Millennials
For companies seeking stronger consumer relationships, Millennials are natural collaborators. Born between 1980 and 2000, this highly connected generation has changed the way companies interact with consumers. Not hesitant to... read more
Where, Oh Where, Has Common Sense Gone?
Apparently it’s been around for a while; the dictionary says so… I find myself using the phrase “common sense” more and more every day… to describe the basic tenets of... read more
Why Voice of the Customer Lacks Punch And What You Can Do About It?
Rod Butcher’s latest post and my recent experience with my son have got me thinking. And I want to share this thinking with you. VoC programmes show up as attractive... read more
Three Tips to Maximize Customer Value with 1:1 Routing
With increased pressure on cost control, it is essential for businesses to utilize their resources in the most optimal way and drive better business outcomes. To help accomplish this, businesses... read more
