Study: Self-Service Technologies Need an Opt-Out Button

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… Read More

15 Ways to Set and Meet Customer Expectations

Setting and meeting customer expectations is a complicated, multi-step process that begins before first contact, continues throughout the customer relationship and requires the commitment of everyone in the organization along the way. Aligning Strategy 1—Let Go, Listen, and Hear Trying to control another human being is an exercise in futility. So, when working with undoubtedly… Read More

5 Ways to Personalize Customer Service Communications

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… Read More

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… Read More

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… Read More