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Archive | ! Editor’s Picks

Our best content, selected by CustomerThink founder and Editor-in-Chief Bob Thompson. Sign up for our weekly Advisor newsletter to get the Top 10 Editor’s Picks every Monday.

As Told By “Her”: The Power of Predictive Analytics

Article by on April 16, 2014 Editor's Pick

“Her” may be set in the future, but we’re probably closer to this reality than we realize. The heart of machine learning or predictive analytics lies in the analysis of data to pinpoint indicators that lead to concrete outcomes.

E-commerce: Why it’s Not All about Ideas and Design

Blog post by on April 16, 2014 Editor's Pick

With e-commerce businesses springing up by the dozen every single day, it’s easy to imagine that all you need to start your own e-commerce business is a smart idea and a snappy looking website. Sigh. If only …

Why Your Employee Engagement Survey is a Waste of Time

Blog post by on April 15, 2014 Editor's Pick

Let’s start with what most of us agree upon: Employee engagement is important Engaged employees are more productive Engaged employees provide better customer service The benefits are there. Unfortunately, the way most companies conduct their employee engagement …

Customer Before Employee, Employee Over Customer

Blog post by on April 14, 2014 Editor's Pick

I’ve been working on some of the early chapters for my frontline customer service book this month, and one of the topics I’ve been focused on is the importance of a good customer service mindset. Crucial to …

The power of measuring customers’ experience

Blog post by on April 14, 2014 Editor's Pick

Customer related measurements such as Net Promoter Score (NPS), Customer Effort Score (CES) and Customer Satisfaction Index (CSI) have all made their way into organisations. The intent is to understand the customer issues and concerns better and …

Customer Experience Maturity Roadmap

Blog post by on April 12, 2014 Editor's Pick

Customer experience maturity happens only through a concerted roadmap designed to guide your organization from its initial efforts to its achievement of differentiated customer experience (CX) with sustained return on investment. When I managed customer experience at …