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If you are not on the edge, you are taking up too much room!

Dr. Natalie at Singularity University’s Global Summit Conference

If you are not on the edge, you are taking up too much room!

The Experience Economy And The Chemistry Of Customer Experience

Original Article Published on Forbes.com Joseph Pine and James Gilmore introduced the idea of the Experience Economy in 1998. Fast forward to this year, in the wake of the COVID-19 pandemic, and Accenture research shows that, to drive growth, companies must reimagine...

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How To Put Empathy Into Action In Your Customer Experience

Original article by Adrian Swinscoe, Published on Forbes.com I've long advocated about the importance of empathy in customer experience, the need for more of it and why organizations should consider building an empathetic musculature if they want to sustainably...

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Shifting to a New Paradigm in Customer and Employee Experience

In this new world, transformed by many things, brands have to reconsider how they are approaching the customer and employee experience. Using old paradigm ways of doing business will leave many brands behind, losing customers, market share and revenue as well as losing their second most important asset, their employees or brain trust.

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Get Started with Service Metrics

Sita Nagappan-Alvarez, the CEO of Ursa Major Solar, sometimes has difficulties falling asleep at night. Even though her solar energy components company is booming across the Southwest, a lot of unanswered questions about her business keep her awake. As she tosses and...

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AI Brings the End of the Dead-End Customer Service Agent’s Job

Who interacts with customers more than anyone else in your company? Your service agents do. They are the ones who connect with, engage, interact with, and console your customers. Yet oftentimes agents aren’t given the respect they deserve. In Daniel Pink’s book Drive:...

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The AI Customer Service Revolution Is Benefiting Agents and Customers

When you need help, you need help. Whether it’s resetting a password, finding lost luggage, changing an address, or changing an appointment. We’ve all been there. You are in a hurry and just need to get something done. Then you think about contacting customer service...

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Social Customer Service: The Pivotal Driver of the Social Enterprise

1. white paper Table of Contents Executive Summary 2 What is a Social Customer? 3 What Does this New Socially-Enabled Enterprise Look Like? 4 The Challenges in Managing Today’s Social Customer Service 5 Is Your Company at Risk for Social Media Disasters? 5 Examples of...

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Dr. Natalie’s 7 Steps to Great Customer Experiences

1. MULTI-GENERATIONAL CONSUMER ENGAGEMENT: STRATEGY AND ROADMAP FOR EXCELLENCE by DR. NATALIE L. PETOUHOFF @drnatalie www.DrNatalieNews.com 2. • Baby Boomers • Gen Y - Millennials • Silent Generation • Even toddlers… influence parent’s spending ARE YOU SERVING BROAD...

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How to Develop a Team of Successful Service Agents

We’ve all had horrible customer service experiences. You know what we’re talking about — it’s that feeling when you hang up the phone and shake your head, wondering why companies just can’t get it right. And if the service is [...] Click here to view original web page...

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But what is a chatbot, exactly?

What Is a Chatbot and How Is It Changing Customer Experience? Technically speaking, a chatbot (derived from “chat robot”) is a computer program that simulates human conversation, either via voice or text communication. Today, such programs can be customized and used...

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The C-Suite sees customer service as a strategic asset

Service Transformation Must Come From the C-Suite When you think about it, it makes sense. Customer service is the most customer-facing ally a company has to drive loyalty. Top performers know if you lose your customer's loyalty, you lose revenue, profits, and...

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Here are the five customer service trends that stood out to me:

How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report Great products are powerful building blocks for any successful business. But these days, even the best products can’t satisfy customers on their own. The Fourth...

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Calling #ServiceTrailblazers For Dreamforce 2018!

Dreamforce 2018 is here! And there's so much to do and see! To get the most out of the week I've put together some notes for #ServiceTrailblazers! Reserve your seat and put these sessions on your calendar! They span the world of customer service and are curated for...

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Five Steps to Strategically Choose AI For Customer Service

AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” If you are wondering how AI can move the needle on [...] Click here to...

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Why Artificial Intelligence is an Agent’s New Best Friend

Let’s face it. The job of a customer service agent is not an easy job. In a typical contact center, agents are on the phone or communicating through other channels; email, text, web chat, Facebook Messenger, WeChat… When customers reach out to an agent, they need help...

[mashshare]

Five Steps to Strategically Choose AI For Customer Service

AI and customer service; it’s a hot topic! But when I talk to customers, they say, “I get there’s something to AI and customer service, but how do I deliver business results and value with AI?” If you are wondering how AI can move the needle on the metrics you get...

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Guest Post: 4 Winning CRM Strategies to Improve Customer Acquisition

Acquiring customers is a prerequisite for business success. How efficiently you do it can make or break your business. In fact, customer acquisition cost is one of the metrics that can determine whether your business succeeds or fails, says KISSmetrics cofounder Neil...

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Why Artificial Intelligence is an Agent’s New Best Friend

Let’s face it. The job of a customer service agent is not an easy job. In a typical contact center, agents are on the phone or communicating through other channels; email, text, web chat, Facebook Messenger, WeChat… When customers reach out to an agent, they need help...

[mashshare]

If you are not on the edge, you are taking up too much room!

Reach out today!

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