Customer Experience
The Social-Shake-Up: A New Breed of Marketer is Coming
Gartner is predicting that by 2015, 25% of organizations will have a Chief Digital Officer (CDO) and further estimated that 20% of existing chief information officers (CIOs) have already taken... read more
CRM and Customer Experience – What’s the Diff?
1I was having a discussion with a friend the other day about customer experience and how it suddenly has become such a hot topic these days. As we shared ideas,... read more
Discovering A Better Way: How to Transform Customer Service into Your Biggest Strength
While I may be biased (full disclosure: my company, Pegasystems, produced the video you see above) we made this realistic video because we knew how well everyone could relate to... read more
New Sleek Bank Branch Overhauls – What Does it Really Mean to Customer Experience?
New Sleek Bank Branch Overhauls – What Does it Really Mean to Customer Experience? There has been so much debate around whether bank branches are here to stay or go,... read more
Customer Segmentation, Part 1: I Feel Your Pain
Customer Segmentation: Data, Dreams and Execution Part 1: I feel your pain Part 2: I share your dreams Part 3: We can make it happen I have been covering the... read more
Operationalizing a Customer Service Culture
Start by Focusing on Employees, Not the Customer How do you turn a good idea for a corporate culture into reality? By building an employee-centric workplace. An amazing customer service... read more
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
