Comm100
MARCH 2, 2022
There are three distinct approaches for a customer experience management program. One approach is to chase customer expectations, another focuses on operational efficiency, and the third is an aligned outcomes approach to customer experience management. Closing the Delivery Gap.
ShepHyken
FEBRUARY 21, 2022
Each week I read many customer service and customer experience articles from various resources. Are Lifelike Digital Humans the Future of Customer Experience? My Comment: Is this the future of customer service? The Value Gap a New Blueprint for Customer Expectations by Quinine.
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Comm100
AUGUST 23, 2018
It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines.
InteractionMetrics
JANUARY 22, 2016
Often, companies don’t sufficiently invest in customer service evaluations because they believe that hiring smart, friendly staff will produce adequate customer service. And yet, many of these same companies claim that customer service is one of their core strengths. But why settle for adequate? Reduce risk.
Beyond Philosophy
MARCH 16, 2023
Customer perceptions and attitudes about the experiences that they’re having with companies are dynamic. In other words, we can compare satisfaction today to what it was in 1994, 2000, or 2005. Also, you can’t blame increased customer expectations either. Morgeson hit the nail on the head with both of these.
CX Journey
JANUARY 2, 2019
I summarize some of the findings of a Sitecore/Avanade report that outlines the clear benefits of focusing on the customer and on improving the customer experience. It states that 80% of executives believe that they are delivering a superior customer experience, while only 8% of customer agree. Let's fix these in 2019!
Service Untitled
DECEMBER 5, 2012
I heard the term “social vampire” in 2005 when it referred to a person who more or less attached them self to someone and piled on attention until they felt that the person they were endowing with excessive flattery liked them in return. Will customers lie?
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