John Goodman: Proactive VoC for Smarter Service and Fewer Escalations
AARP’s Journey to Strategic Self-Service: How to Maximize Both the Top and Bottom Lines
Dissatisfaction is only one touch away
For the past five years, my local drug store, part of a large national chain, had a simple, very...
6 Actions to Deliver a Great Self-Service Experience
The covid pandemic produced a strong move to self-service while still maintaining phone access for more complex issues. However, the results have not always...
Five Ways to Create Delight on the Cheap, Digitally and Profitably
I recently visited two clients who established a Customer Service Departmental goal of “always exceeding customer expectations.” One of the companies even instructed the...
Stop the Annual Do-You-Love-Us Survey: 16 Tactical Best Practices for Survey Execution
The annual relationship survey is dreaded in many companies by both executives and customers. In moments of candor, descriptions of “waste of time, puts...
How to Get Executives to Support CX Improvements? Appeal to Greed
Why is it so hard to get CX initiatives funded?
Bob Thompson, CEO of CustomerThink.com, recently related to me that his conversations with customer experience...