In the case of “What makes the experience” It'sthe age old question… which came first? The chicken? or the egg? There is astrong vote for the chicken (being the...
In the case of “What makes the experience” It'sthe age old question… which came first? The chicken? or the egg? There is astrong vote for the chicken (being the customer), as they squawk the loudest(especially on Social), but within the contact center, there is strong evidencethat it was the egg (being the agent). A Modern Customer Service organization is onethat understands the importance of the Agent Experience as it relates to yourcustomer’s experience. A modern...
In the case of “What makes the experience” It'sthe age old question… which came first? The chicken? or the egg? There is astrong vote for the chicken (being the customer), as they squawk the...
Once there was a timewhen the question “What’s on TV?” wasjust as easy to ask, as it was to answer. There just wasn't much on – it couldbe printed on one page...
Once there was a timewhen the question “What’s on TV?” wasjust as easy to ask, as it was to answer. There just wasn't much on – it couldbe printed on one page of newspaper! Now try asking that question today? It’sno longer simple – “Do you mean on Apple TV, WebTV, Google TV, Hulu, Cable, OnDemand…?”And by the time you figure out what’s on and what you want to watch,the show is over. This complexity ofchoice from what we do and how we do it manifests itself not only in...
Once there was a timewhen the question “What’s on TV?” wasjust as easy to ask, as it was to answer. There just wasn't much on – it couldbe printed on one page of newspaper! Now try asking that...
A personalized customer experience is already beginningto overtake price and product as the key brand differentiator. Going forward,one-size-fits all customer...
A personalized customer experience is already beginningto overtake price and product as the key brand differentiator. Going forward,one-size-fits all customer service won't suffice, as consumers growincreasingly impatient with inconsistencies and inefficiencies that don't servetheir individual needs.1 However, only 25%2 of organizations canprovide highly personalized service. Even fewer can ensure that service complieswith policy rules and regulations. Compliance is critical...
A personalized customer experience is already beginningto overtake price and product as the key brand differentiator. Going forward,one-size-fits all customer service won't suffice, as consumers...
In November, I wrote a blog that discussed the 7 Reasons for Abandonment in eCommerce. This blog picks up where that one left off and discusses best practices...
In November, I wrote a blog that discussed the 7 Reasons for Abandonment in eCommerce. This blog picks up where that one left off and discusses best practices for reducing that abandonment by providing contextual support to customers at key points in their shopping experience. Using these best practices will result in a better commerce experience and, more importantly, help you provide an experience that sells. Best Practice #1: Know your abandonment points Every online...
In November, I wrote a blog that discussed the 7 Reasons for Abandonment in eCommerce. This blog picks up where that one left off and discusses best practices for reducing that abandonment...
The speed of change IS the speed ofEasy. To meet the demands of what it takes to exceed yourcustomers' expectations, you have to be like Superman -- "Faster...
The speed of change IS the speed ofEasy. To meet the demands of what it takes to exceed yourcustomers' expectations, you have to be like Superman -- "Faster than aspeeding bullet! More powerful than a locomotive! Able to leap tall buildings at asingle bound!" The velocity of easy isn't stopping or slowing down; catchingup isn't going to be good enough. The real question is, “How do you move ahead of the speed ofeasy?” You can’t see into the future, but you can be ready for...
The speed of change IS the speed ofEasy. To meet the demands of what it takes to exceed yourcustomers' expectations, you have to be like Superman -- "Faster than aspeeding bullet! More powerful than a...
Making complex decisions EASY, by automating your service policies allows your organization to efficiently ensure the correct decisions are being applied to the...
Making complex decisions EASY, by automating your service policies allows your organization to efficiently ensure the correct decisions are being applied to the right people. Like the hit British TV Series Little Britain suggests, when “Computer Says No”, you can be left wondering why?It's not easy to automate your Customer Service polices, let alone do it a way that is transparent, consistent and cost effective. Especially if you are working within environments where markets...
Making complex decisions EASY, by automating your service policies allows your organization to efficiently ensure the correct decisions are being applied to the right people. Like the hit British TV...
Innovation starts with seeing things differently than others. It starts with looking at a problem, and finding a way to dramatically change for the better....
Innovation starts with seeing things differently than others. It starts with looking at a problem, and finding a way to dramatically change for the better. Benjamin Franklin knew that. Ben wasn’t just a great visionary, he was a practical experimenter. He focused on needs—such as saving lives—when he invented the lightning rod. He understood the complex nature of electricity, and transformed that knowledge into a real, practical solution that helped everyone. He said it best,...
Innovation starts with seeing things differently than others. It starts with looking at a problem, and finding a way to dramatically change for the better. Benjamin Franklin knew that. Ben wasn’t...
The results are in! We surveyed B2B commerce IT and business professionals to see where their organizations have invested in the last year, challenges they are...
The results are in! We surveyed B2B commerce IT and business professionals to see where their organizations have invested in the last year, challenges they are facing, and key investment areas for 2014 and beyond. Here are some of my key take-aways from this year’s survey: Complexity grows in 2014 as businesses strive to increase market share B2B organizations have always operated in complex environments – even before the internet came along. Now having to contend with new...
The results are in! We surveyed B2B commerce IT and business professionals to see where their organizations have invested in the last year, challenges they are facing, and key investment areas...
Easy doesn't begin with Customer Service. It begins with customer expectation. They expected easy, but it is not! They haven’t given up though because they...
Easy doesn't begin with Customer Service. It begins with customer expectation. They expected easy, but it is not! They haven’t given up though because they bought your promise of easy. And now is your chance to redeem yourself by making it easy again. Your business is relying on you. That’s a lot of pressure! So, where to start? Well, a good place to start is to recognize the relationship between what is considered ‘easy’ and the time each party is willing to invest in...
Easy doesn't begin with Customer Service. It begins with customer expectation. They expected easy, but it is not! They haven’t given up though because they bought your promise of easy. And now is...
