Customer Experience

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Shouldn’t Technology Adapt to the Customer?

Customer Experience, Customer Satisfaction, Technology / By

Not everyone is ready for technology at every turn, although even the non-technical among us have adapted to the technology in our daily lives. Many have embraced it. But technology should also adapt to us. Maybe even embrace us. Enable the Customer Business technology is a fact of life—every day, there’s more and more technology …

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Study: Self-Service Technologies Need an Opt-Out Button

Customer Experience, Customer Satisfaction, Self Service, Technology / By

In the not-too-distant future, virtually everyone will be technologically literate. As always, we’ll teach our kids the Three Rs (reading, writing, arithmetic), but we’ll also add The C (coding). However, we’re not there yet. My mom, for one, is (amusingly) illiterate when it comes to technology—she likes to go ‘into’ the internet, for example. She …

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15 Ways to Set and Meet Customer Expectations

Customer Experience, Customer Satisfaction / By

Setting and meeting customer expectations is a complicated, multi-step process that begins before first contact, continues throughout the customer relationship and requires the commitment of everyone in the organization along the way. ALIGNING STRATEGY 1—Let Go, Listen, and Hear Trying to control another human being is an exercise in futility. So, when working with undoubtedly …

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How You Can Personalize Customer Service Communications in 5 Ways

Customer Experience, Customer Service, Technology / By

Interactions between people and between people and business entities are becoming increasingly technology-based. As people turn to text messages, social media, and automated voice applications it’s critical to remember that those are just tools that enable conversation. No matter what communication medium you use, when customers feel like you’re focused on them as individuals they’re …

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Applying Moneyball Metrics to Customer Service

Customer Experience / By

In Moneyball, Brad Pitt and Jonah Hill use statistical analysis to cobble together a team of misfits and turn the cash-strapped Oakland A’s into World Series contenders. (FYI—No spoilers anywhere.) That’s where the sports metrics craze started, a decade ago in Major League Baseball. Now it’s everywhere in American sports—the MLB, NBA, NFL, NCAA. According …

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Why We Need to Follow Customer-to-Customer Feedback

Customer Experience, Customer Satisfaction / By

Social media has put everything into a new light, as empowered customers are taking up their mobile phones and tweeting their distress for all the world to see—Becky  Carroll Researchers Todd Arnold, Gary Frankwick and Jaewon Yoo wanted to know how the customer-to-customer relationship is affecting service today. In a joint study by Oklahoma University, the …

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Automate High Growth…But Wisely

Business, Customer Experience, Customer Service / By

Ask any executive at a rising company (or teenager in the middle of a growing spurt) and they’ll tell you the same thing—growth hurts. It’s positive overall, but it hurts. Automation can help, obviously. With the right technologies, companies can boost and maintain brand value by automating redundant processes, getting better economies of scale and …

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Self-Service Raising Bar on Customer Service Speed, Customer Expectations

Customer Experience, Customer Service, Self Service / By

Self-service through automation is speeding up customer service. And the faster customer service gets, the faster customers expect it to be. It’s kind of a Catch-22 or self-fulfilling prophecy of our own creation. Self-service is everywhere now, and we all benefit from it. We don’t have to physically go to the bank or chit-chat on …

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