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...
Read More >>>Tag Archives: Contact Center
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,...
Read More >>>Service Metrics for Accessibility and Quality
Accessibility and quality are closely related. Quality can’t happen unless our services are accessible, but quality also impacts accessibility. If you don’t handle interactions with...
Read More >>>The best way to improve employee engagement
When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step...
Read More >>>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...
Read More >>>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...
Read More >>>Managing customer feedback in real time
Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers...
Read More >>>Build a Brand Advocate Pyramid
Customers are advocates for you when they positively promote your products and brand. Brand advocates, as they are often called, bring much value to your...
Read More >>>Want engaged employees? Create a supporting culture
In some organizations you can feel the energy. You can just tell employees are committed and engaged. I’ve seen that seven key principles are always...
Read More >>>Customer Experience ROI: Risks of Inaction
One of the most important things you can do as a customer experience leader is to illustrate the returns on improvements—or the costs and risks...
Read More >>>Tell your customer’s story
In the earlier years of my career, I put a lot of emphasis on logic and data. I’ve since discovered that the best customer experience...
Read More >>>Collecting structured and unstructured customer feedback
Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. This could be...
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