Customer Experience

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How You Can Personalize Customer Service Communications in 5 Ways

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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Applying Moneyball Metrics to Customer Service

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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Why We Need to Follow Customer-to-Customer Feedback

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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Automate High Growth…But Wisely

Ask any executive at a rising company (or teenager in the middle of a growing spurt) and they’ll tell you the same thing—growth hurts. It’s positive overall, but it hurts. Automation can help, obviously. With the right technologies, companies can boost and maintain brand value by automating redundant processes, getting better economies of scale and …

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Self-Service Raising Bar on Customer Service Speed, Customer Expectations

Self-service through automation is speeding up customer service. And the faster customer service gets, the faster customers expect it to be. It’s kind of a Catch-22 or self-fulfilling prophecy of our own creation. Self-service is everywhere now, and we all benefit from it. We don’t have to physically go to the bank or chit-chat on …

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