Author Archive | Ronni Marshak

When Online Chat Is an Effective Support Channel

Blog post by on May 16, 2014

In this week’s article, I write about best practices in telephone support. As Patty Seybold and I discussed the article, she pointed out that, on occasion, she simultaneously called the customer support phone number and launched an …

Amazon Raising Fee for Prime Membership

Blog post by on March 20, 2014

For those of us who are frequent shoppers, Prime Membership has been a great benefit. For $79 per year, you got free two-day shipping on most purchases (except ones sent directly from third-party partners who aren’t …

Why CX Matters to the Bottom Line

Blog post by on February 23, 2014

We’ve noticed an interesting pattern cropping up in Q1 of this year. All of a sudden customer retention is looming very high on companies’ radar. As a result, quite a few customer experience leaders now report directly …

Ecommerce Ain’t Always Easy!

Blog post by on December 20, 2013

As regular readers are aware, I’ve had my share of holiday shopping disasters this year. And I finally realized that my innocent belief that online shopping was significantly easier than going to brick and mortar establishments was …

Yet Another Customer Experience Disappointment

Blog post by on December 14, 2013

I’m not having a successful etailing holiday season. Last week, I shared my tales of woe with both GoodEve LTD and And, this week, I felt compelled to send another email detailing my disappointment with a …

Capturing Knowledge for Customer Service

Blog post by on October 22, 2013

This week, I touch on a problem that faces customer support professionals in customer-savvy organizations: they are expected to document their interactions with customers and, in the case of tech support agents, to capture the fixes to …