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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Quotable Podcast Episode #132: Delivering Value Is the Ultimate Metric, with Travis Bryant
It’s easy to fall into the trap of always thinking in terms of revenue when looking at sales and service. Join Travis Bryant, Executive in Residence at Redpoint Ventures, as he makes the case for putting delivering value first. With a clear view of the ideal customer...
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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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Five Years of Social Customer Care: The Pig Puts on Some Lipstick and the Fish Come Out to Play 06aug14
Five Years of Social Customer Care: The Pig Puts on Some Lipstick and the Fish Come Out to Play 06aug14 1. Five Years of Social Customer Care: The Pig Puts on Some Lipstick and the Fish Come Out to Play! Arranged by Guy Stephens #SocialCustCare 2. 2 | Five [...] Click...
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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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Motivational Customer Service Quotes That Will Inspire You to Love What You Do
Editor's note: This is among our most popular articles, so we’ve recently updated to keep things fresh. There’s one thing all successful businesses have in common. They know that without incredible customer service, the quality of their offerings means nothing. They...
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Don’t know where to start? Here are seven steps to help you improve customer care across your organization.
How to Improve Customer Care: Seven Ways to Step up Your Service It’s no longer enough to have the best product or the lowest price. In today’s ultra-competitive market, it’s vital to excel at customer care to attract and retain customers. Customers now have greater...
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