Tim Dreyer

Connected Customer Service: Let the Apple and Google Standards War Begin

Beta or VHS? GSM or CDMA? Apple or Android? The battle for competing tech standards goes back centuries. Just ask Thomas Edison and Nikola Tesla...

Millennials Set to Radically Change Customer Service

Aspect recently conducted an in-depth and pretty revealing research study on Millennials and their views on customer service. We partnered with up with noted...

Cautionary Tales from 5 Customer Care Personas

How do you approach customer service? As an opportunity to delight and reward your customers or as more of a business necessity just to...

Infographic: Five Customer Service Personas – Which One Are You?

Do you know who your customers are dealing with? If not, a new Aspect research study of companies offering customer service will help you...

VA Hospital Troubles Shine Light on the Need for Improved Patient Experiences

This week, news of the U.S. Veterans Affairs Department’s announcement of a sweeping reorganization aimed and making it easier for veterans to navigate the...

Is Technology Making it Easier for Consumers to Play Hide and Seek With Their...

We have written much about what we term the ‘relationship revolution’, that organic evolution of consumer control fueled by our hyper-connected behavior. It is...

If You Thought I Couldn’t Write a Post on Doughnuts and Customer Service, Think...

Only in America would they make a national day out of sweetened fried food. National Doughnut Day is a thing and has been for...

You Can’t Stop The Consumer Apocalypse, You Can Only Hope to Contain It

The consumer apocalypse will not be televised…but it will be tweeted. While terming the current transformation of more empowered, more emboldened consumers “apocalyptic” may be...

[Infographic] Omni-Channel Service Doesn’t Measure Up; Customers Are Tired of Playing Games

Aspect recently conducted quantitative research to understand Americans’ preferences and attitudes for customer service across various channels, including during the holiday season. The report yielded...

Infographic: Making Customer Service Less of a Holiday Hassle

A new survey offers timely insight into shoppers' attitudes about customer service around the holidays, revealing that three out of four consumers (74 percent)...

Mobile Contact Center Delivers Benefits Beyond Customer Care

The cubicle now fits in the palm of your hand. While customers have long been enjoying the benefits of a mobile marketplace—quicker resolution times, more...

How Airlines are Measuring Customer Satisfaction

The latest rankings from the 2013 American Customer Satisfaction Index (ACSI) point to a general unhappiness with the airline industry, says a recent Bloomberg...

7 Principles for Engaging With Customers on Social Media

Social media has become a game changer in the way companies interact with and respond to their customers. One of the biggest changes is...

The Benefits of Social Media in Customer Care

Social media isn't just another way to communicate with customers—it's radically redefining how companies engage with their audience and share their company's story. It's...

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