"Mediocrity is the new horrible in customer service." — Blair McHaney, President/CEO, Gold's Gym Almost everyone knows that customers' expectations haverisen....
"Mediocrity is the new horrible in customer service." — Blair McHaney, President/CEO, Gold's Gym Almost everyone knows that customers' expectations haverisen. But, after listening to two days of presentations at CRM Evolution, Ithink it’s more accurate to say that customers' expectations have skyrocketed. Fortunately, most companieshave gotten the message and are taking their customer service to a higher level.For those who've been hesitant to 'boldly go where their customer...
"Mediocrity is the new horrible in customer service." — Blair McHaney, President/CEO, Gold's Gym Almost everyone knows that customers' expectations haverisen. But, after listening to two days of...
There’s been a lot of talk about content and commerce and the role of each in the customer experience. But we think there’s a lot to the story that isn’t being...
There’s been a lot of talk about content and commerce and the role of each in the customer experience. But we think there’s a lot to the story that isn’t being addressed. So, we’ve joined the conversation – and brought a unique perspective. This perspective is what drove our major product release last week, and a new whitepaper on content and commerce environments. It’s no secret that content and commerce have collided. Enabling brand exploration and selling product should...
There’s been a lot of talk about content and commerce and the role of each in the customer experience. But we think there’s a lot to the story that isn’t being addressed. So, we’ve joined...
The next time you’re twiddling dials on your car’s dashboard to get the air to blow in the right direction, and the right song to play on the stereo, while...
The next time you’re twiddling dials on your car’s dashboard to get the air to blow in the right direction, and the right song to play on the stereo, while pulling on the wires to charge your phone and punching in passwords to re-sync your hands-free headset to take a call, consider this… Does having a better dashboard UI in your car improve your driving performance? The Tesla car has one of the most modern and intuitive dashboards in any commercial car today. It is actually...
The next time you’re twiddling dials on your car’s dashboard to get the air to blow in the right direction, and the right song to play on the stereo, while pulling on the wires to charge your phone...
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...
