NICE inContact
OCTOBER 3, 2016
In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry.
Beyond Philosophy
MARCH 8, 2017
Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. Back in 2012, we did some research involving over 40 telecoms. We asked the Customer Experience professionals there to name a Telecom they admired for the experience they provided. Telecoms lack Customer Centricity.
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Comm100
APRIL 8, 2016
Even with 244 million unique customers , Jeff Bezos knows better than to see his customers as a series of transactions. But with so many different customer relationships to maintain, what’s the wisdom that keeps this enterprise running? “We see our customers as invited guests to a party, and we are the hosts.
CX Journey
OCTOBER 12, 2016
Image courtesy of dushy4 I originally wrote today's post for ICSA as part of their blog carnival and celebration of National Customer Service Week. It is a modified version of a post that I wrote for CX Journey back in 2012. It's also a great reminder that customer service is a critical aspect of any business.
Beyond Philosophy
JUNE 26, 2017
Amazon is Thinking Out of the Box for Fashion Forward Customers. Customers have a week to decide if they want to keep them (and pay for them) or ship them back. Per, Retail Customer Experience, the CEO said they would close the stores because of “ persistent traffic decline.”. Then, The Children. Amazon knows it.
Qualtrics
SEPTEMBER 25, 2019
Clients get angry: The irony of upsetting customers with an overly long satisfaction survey is not lost on your respondents. Generally, we assign the highest value to the best outcome (ie “Strongly Agree” that customer service is responsive) and then move down from there. The customer service is prompt — 4.12.
Pretium Solutions
DECEMBER 26, 2011
Well, the ribbons are barely off the holiday packages and we are still digesting the last of the figgy pudding, so that means it must be time for us to fill the air with lots of resolutions for 2012. In these waning days of 2011, we hear much pontificating on those things that will make life better for everyone in 2012.
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