The Need for Customer Experience is Based on Science Not Myth

Natalie Petouhof

And at the same time customer’s flow-oriented brains simply aren’t wired to deal with poor digital experience interactions. i] The Concept of Flow: Handbook of Positive Psychology, Nakamura, J. Miller’s 1968 paper The Concept of Flow: Handbook of Positive Psychology

Customer Service Professional Development – Resources To Help You Learn & Grow

Comm100

LinkedIn is, of course, the premier location for business-to-business contacts and communication and it has a host of resources and people to follow. Author of The Service Culture Handbook.

How to Improve Customer Service with Unstructured Data

Thematic

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. Here is a real-life example of a typical conversation in a contact center (in 2019!).

Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty

Kayako

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Yet, relatively few contact centers have focused on providing a consistent customer experience.

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