Customer Experience: From Buzzword to Strategic Differentiator
The Customer Experience far is more than just a boardroom buzzword; it is the future of the customer service industry. The Customer Experience represents a major shift in the way that today's companies operate, and will continue to be a significant driver in the business world for decades to come. The Customer Experience can also give your company a lasting strategic advantage – but only if you align the disparate parts of your organization around a common vision and get them working together on a daily basis.
How a Single Moment Can Change the Customer Service Experience
When customers reach out for support, what do they really expect? When encountering a particular situation repeatedly, the human mind is amazingly good at “scripting” portions of the behavior for use in the future. This process in apparent in physical activities (e.g., driving a standard transmission) as well as social interactions (e.g., introducing yourself to a stranger). So it's pretty simple -- when reaching out to support people expect the experience to be bad.
Engaging, Empowering and Enriching Employees for Increased Earnings
According to Gallup, more than two-thirds of American workers are not engaged or disengaged in their workplaces. In this article you’ll learn about the cost of disengagement, and 7-step process to engaging and empowering employees in your organization to improve the Big E. Its people that make things happen!
CIOs Review Early Lessons, Challenges with Enterprise Mobile
Chief information officers are no strangers to change. Mainframes, personal computing, and the Internet have all transformed the world of business technology for both enterprises and technology vendors. Now, CIOs see the next disruption coming fast. Mobility.