Bartleby Monster

multi-tool-pocket-knife

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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happy-employees

Does Customer Satisfaction Affect Employee Satisfaction?

Business, Customer Satisfaction / By

Research shows that employee satisfaction can have a positive effect on customer satisfaction. But does it work the other way around? In a paper titled Relationship Between Employee Satisfaction and Customer Satisfaction, Beomjoon Choi of California State University, Sacramento and Hoseong Jeon of Hallym University in South Korea present their findings on the issue. As …

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New Tech Gauges Customer Satisfaction Via Emotion in Voice

Customer Satisfaction, Technology, Voice Biometrics / By

Taiwanese researchers have developed an automated technology that can gauge customer satisfaction over the phone. And it can do it better than humans. Shuchih Ernest Chang and Yu-Teng Jang of the National Chung Hsing University in Taiwan used recorded customer voice files to “construct an artificial neural network-based” technology that matches tone of voice to …

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boys-writing-code

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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social_connection

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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Angry businessman caller talking on phone disputing over computer problem

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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woman-listening

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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