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Contributed Articles

Let's Call Off the Engagement

Businesses devote a great deal of press to the idea of “customer engagement.” Too often, here is what it boils down to: getting an email every day, for a product that even the most die-hard fans probably purchase once in a great while. And could not care less about. But there they are, in my inbox, like relatives who won’t go away. Of course, it is perfectly legal to ping me incessantly, because these people have a quote-unquote “prior business relationship” with me. Just like it would be perfectly legal for me to call someone I just met on Facebook and invite myself over for dinner. But both are really stupid ideas. Here’s why.
[Full Article]   Mar-03-2013

 

Avoiding the Seven Sins of Customer Experience

Many organizations underestimate the importance of the customer experience and the role emotion plays in the delivery of superior service. In fact, research reveals the behaviors most irritating to customers stem from a lack of emotional awareness and connection. To avoid alienating customers through bad service, businesses of all kinds should be vigilant of the seven major customer experience failures.
[Full Article]   Mar-03-2013

 

Forecasting and Staffing for Social Customer Service

Many organizations start out by treating social channels as a part of marketing, publicity, or corporate communication efforts. But with any kind of volume (and without the help of the contact center) one of two things begins to happen: either customer needs go unanswered, or these areas began to grow a quasi contact center as they find themselves handling interactions that are more in the realm of customer service and support. The good news is that many organizations are finding their contact centers to be more ready than originally assumed. The sooner you begin pulling the full range of interactions and channels into your customer service operations, the sooner you will be able to scale resources and respond as opportunities unfold. And that requires robust workload forecasting and staff planning.
[Full Article]   Feb-24-2013

 

Recognize Your Customers If You Want Their Trust

If you want a customer to trust you, treat the customer the way you’d like to be treated yourself, if you were the customer. This doesn’t mean giving your product away at a loss, nor does it mean never disagreeing with a customer. What it does mean is asking yourself at all times whether you would consider your own actions “fair” if you were on the other side. Is this the way a friend would treat a friend?
[Full Article]   Feb-24-2013

 

Could You Offer a Service Experience Guarantee?

Lifetime warranties are a common feature in the product world. These covenants essentially say “we guarantee that the object you bought will work as long as you own it. If the product ever fails, we promise to replace it or repair it to your complete satisfaction.” Lifetime warranties, as opposed to limited warranties, are designed to be bold statements communicating confidence in the quality of a product. What would a lifetime warranty look like for a service?
[Full Article]   Feb-24-2013

 

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