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.
Sita Nagappan-Alvarez, the CEO of Ursa Major Solar, sometimes has difficulties falling asleep at night. Even though her solar energy
It’s easy to fall into the trap of always thinking in terms of revenue when looking at sales and service.
Who interacts with customers more than anyone else in your company? Your service agents do. They are the ones who
When you need help, you need help. Whether it’s resetting a password, finding lost luggage, changing an address, or changing
1. white paper Table of Contents Executive Summary 2 What is a Social Customer? 3 What Does this New Socially-Enabled
Five Years of Social Customer Care: The Pig Puts on Some Lipstick and the Fish Come Out to Play 06aug14
1. MULTI-GENERATIONAL CONSUMER ENGAGEMENT: STRATEGY AND ROADMAP FOR EXCELLENCE by DR. NATALIE L. PETOUHOFF @drnatalie www.DrNatalieNews.com 2. • Baby Boomers
We’ve all had horrible customer service experiences. You know what we’re talking about — it’s that feeling when you hang
What Is a Chatbot and How Is It Changing Customer Experience? Technically speaking, a chatbot (derived from “chat robot”) is
Editor’s note: This is among our most popular articles, so we’ve recently updated to keep things fresh. There’s one thing
How to Improve Customer Care: Seven Ways to Step up Your Service It’s no longer enough to have the best
