Want to improve customer service? Look at your processes
Customer service involves many variables. In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and why improving processes is where you’ll make substantial progress. Your quality standards set...
From Contact Center to “Insight Center”
Lutron, a global electronics company, is a major player in the Internet of things (Iot) and connected home markets. Products include control systems for lighting, ceiling fans, shading and others, which can be controlled from smartphones, voice assistants (such as...
A Structured Approach to Customer Advocacy
Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it. Whether you’re developing customer advocacy within a team, a department, or across the organization,...
Drive Innovation with Convenience Design
One of the themes driving innovation in customer experience is effort reduction—making things as simple and easy for customers as possible. One element of reducing effort is convenience design. Digital experiences aren’t always more convenient. A colleague recently...