When Technology Gets in the Way of Customer Service
Article by Nancy Sirianni on July 30, 2014
It is increasingly rare for customers to complete retail or service transactions without swiping their own credit cards or engaging with point-of-sale terminals. From hotel check in kiosks to tableside tablet computers in restaurants, firms are implementing …
Are Sales Conversations about Discovery?
Blog post by Joseph Dager on July 30, 2014
I see that often, people don’t really know how to walk through discovery process. A sales guy is out there and that old A-B-C, always be closing, is in the back of his mind. He’s judged that …
Kicking Your Customer Experience Up A Notch
Blog post by Jenny Dempsey on July 30, 2014
My day kicked off with this inspirational quote from Marie Forleo: In every corner of our day, we have the chance to express our creativity and bring light into people’s lives. When it comes to customer service, we …
The Don’t List of Customer Service: How to Avoid Comcast’s Mistakes
Blog post by Joanna Jones on July 30, 2014
The Comcast customer-service call that went viral last week is still lighting up the internet. The call, which a customer recorded, captures a frustrating (okay, let’s just say it – hellish) conversation that he had with a …
Customer Strategy Infographic
Blog post by Doug Leather on July 30, 2014
It goes without saying that if your organisation pledges to become more customer-centric, you need to innovate your business model through a customer-centric lens. Customer-Centricity is all about the organisations ‘way of work’ or the ‘business system’ …
Playing games can improve your skills
Blog post by Luis Nieto on July 30, 2014
Sixty-five-year-old Ann Lindsey was starting to worry about how easily she got distracted from whatever she was doing. “As you get older, it seems harder to do more things at once,” she says. Then she enrolled in …
How to Lose a Customer in 10 Days
Blog post by Annette Franz Gleneicki on July 30, 2014
Businesses are – knowingly or unknowingly – sabotaging their customer relationships. Customers don’t want to put up with it anymore – and they make sure their friends hear about it.
How Successful Contact Center Teams Live The Customer Experience
Blog post by Jeanne Landau on July 30, 2014
Customer Experience is a simple phrase that subtly captures the entire, complex interaction between a customer and a business. For typical product design cycles, focused areas of responsibility are easy to identify. But who owns customer experience?
Best Features of Marketing-Specific Project Management Software
Blog post by Christopher Hebert on July 29, 2014
Project management is not a one-size-fits-all endeavor. Marketing projects are not like those of other departments, so it is important that the PM software chosen by marketing teams offers the tools and functionalities that will best complement …
Owning the Customer Agenda
Blog post by Jeanne Bliss on July 29, 2014
The tried-and-true formula we’ve all seen when there’s a problem area in a company is this: hire someone, staff up, and let them run. But throwing head count won’t cut it for customer experience work. This isn’t …