Category Archives: Customer Experience
“You have to serve…like nobody else does.”
Here’s a quotation worth discussing with your team. “Manufacturers are struggling all over the place to call themselves a manufacturer, when in reality there’s a...
Read More >>>How Long Will Your Customers Wait for Service?
Consumer vs. Corporate Perception – A Clear Disconnect
Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that...
Read More >>>The Edge of Service® Newsletter, Issue 11: A Multichannel World
The Edge of Service® Newsletter, Issue 11: A Multichannel World If you were to walk...
Read More >>>Recent WebTV Interview on Customer Service Trends
Earlier this week, I joined Laura Sikorski on the WebTV show, Sikorski’s Think Abouts. In this 12-minute interview, we discuss the trends shaping service and...
Read More >>>How Many Customer Service Interactions Go Wrong?
According to a Nuance commissioned survey of 1,000 American consumers, a quarter (26 percent) of customer service interactions are a negative experience. Among Generation X...
Read More >>>Developing a Mobile Customer Access Strategy
How Contact Centers Strengthen Ties Across the Organization
Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties....
Read More >>>Emotion as a Key Driver in Customer Loyalty
Earlier this year, Forrester released its “2014 Customer Experience Index,” which ranked 150-or-so brands across 14 industries. Here’s a sampling of top brands by sector:...
Read More >>>KLM Provides Wait Time Estimates on Twitter Page
KLM harnesses Twitter for customer service, handling a diverse range of issues and steering customers to other channels when that makes sense. They even provide...
Read More >>>Great Service Makes Us Feel Better
Trendwatching.com just released the report, The Future of Customer Service, which begins with the following excerpt from an American Express 2013 study: “When 1,620 consumers...
Read More >>>