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Contributed Articles

Frightful, Not Delightful: Tales of Terrible Customer Service

Delighted customers revel in positive retailer interactions, form a bond of trust between themselves and the retailer, and can communicate their satisfaction to others. And they return for more. With this in mind, I developed a list of five service pitfalls to avoid in the road to acquiring delighted customer, highlighted by testimonials from shoppers themselves.
[Full Article]   Feb-24-2013

 

5 Tips for Effective Contact Center Scripting

Scripting contact center conversations can leave customers feeling like companies view them as a number. Experts share tips for writing effective scripts that deliver a relevant experience for customers.
[Full Article]   Feb-24-2013

 

Great Employees Are Not Replaceable

One of the most important lessons I learned during my years as a CEO was that great employees are not replaceable. It isn’t the technology or the product that make a company great, it’s the people. And companies who see their good employees as “replaceable” are wrong. Good employees are not replaceable. Let me clarify what I mean by “replaceable.” Can a company hire someone to fill a position to replace someone else? Of course they can. In today’s market, the world is ripe with candidates who are eager and willing to take the job. But putting a behind in a seat doesn’t replace a great employee. It simply puts a new behind in a seat.
[Full Article]   Feb-17-2013

 

BYOD to Change the Face of IT in 2013

The "Bring Your Own Device" phenomenon, largely driven by Apple iPhones and iPads, is changing the face of IT departments, perhaps reaching a tipping point. If CIOs thought mobile devices presented challenges before, they haven't seen anything yet.
[Full Article]   Feb-17-2013

 

Build an Adaptive Customer Experience Ecosystem

The way that firms can deliver value to clients has massively changed. They can interact with customers in the context of using products - in fact, customers interacting with each other within the product may deliver more value than the product itself. Companies can harness the data exhaust of product usage and turn it into powerfully useful information to help customers succeed at their goals (e.g., think Nike Plus and fitness). Firms need to rethink how they operate to capitalize on these opportunities. This means rethinking marketing and support roles that make less sense in a world of such ubiquitous interactions and data. It means rethinking separations between front and back office, both of which have very powerful impacts on customer experience.
[Full Article]   Feb-17-2013

 

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