The principles behind building strong customer relationships are as important as ever in today’s hyper-connected economy. Evolving customer expectations, social communities, new channels and...
Read More >>>Tag Archives: customer relationships
Anticipating Customer Needs
Customer expectations are changing quickly! Here are ways to anticipate their needs.
Read More >>>Providing a Poor Customer Experience Is Costly
When customers go through what they consider to be major customer service failures, the company providing the poor experience pays a heavy price. According to...
Read More >>>How Will the Internet of Things Affect Customer Service?
As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. (IoT refers to the connection of wireless devices to...
Read More >>>Angry Customers? “…meet them where they are”
Here’s a great quote to discuss at your next team meeting: “It’s easy to accept the easy customer. But as Morantz [Craig Morantz] aptly points...
Read More >>>The Most Important Development in Customer Service
Interview on Building a Customer Service Ecosystem
“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 >>>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...
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