by Dr. Natalie | Jul 3, 2019 | External Articles
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...
by Dr. Natalie | Jul 3, 2019 | External Articles
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...
by Dr. Natalie | Jul 3, 2019 | External Articles
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:...
by Dr. Natalie | Jul 3, 2019 | External Articles
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...
by Dr. Natalie | Apr 27, 2019 | External Articles
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...
by Dr. Natalie | Apr 25, 2019 | External Articles
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...
