Beyond Philosophy

AUGUST 17, 2015

When their customers were interviewed, it was not the high order completeness and delivery timing rates that mattered, it was the emotion behind the memory of inconvenience and other problems caused by incomplete orders or delivery that was earlier or later than expected. The stats on this, and their behavioral impact, are well known.

Omni-Channel 60

Omni-Channel Multi-Channel Hotels Banking 60

Comm100

APRIL 8, 2016

But with so many different customer relationships to maintain, what’s the wisdom that keeps this enterprise running? This pertains to all aspects of your business, especially customer service. Your customer service plan should outline: How to maintain consistency across channels. Metric assessment protocol.

Customer Service 105

Customer Service Social Media Call Center Multi-Channel 105

Beyond Philosophy

SEPTEMBER 13, 2016

While multi-media, mega-budget programs were extolling wonderful products and services (and social values) offered by corporations, product quality and service performance for customers, and evidence of a customer-centric culture for employees, was often in decline in the real world.

Social Media 60

Social Media Multi-Channel B2C B2B 60

Esteban Kolsky

APRIL 7, 2015

Recently, Esteban Kolsky, Brian Vellmure and Krissy Espindola were summarized in a white paper from NICE based on their roundtable discussion on The Customer Journey: The Five Things You Need To Know Now. No, I’m not planning to dismantle it. As Simon corrected me, the length of these cycles is still decades. Summing it Up.

Customer Journeys 60

Customer Journeys Multi-Channel Net Promoter Score Metrics 60

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. Does it understand customers, and their individual journeys?

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Confirmit

MAY 29, 2018

Promote culture change: By driving customer-centricity and cross-functional change. Why Implement a Voice of the Customer Program? But this is merely the beginning… Make sure you share the customer voice in real time with the right people who can take action to deliver results. Paper (still… in some cases).

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40