Innovative CX

JULY 1, 2020

Contacted one of your customer service representatives to place an order or resolve an issue? As CX professionals, we spend a lot of time collecting customer information, analyzing survey data, completing journey maps, creating process maps, using measurements to track our progress against established metrics and so on.

Customer Experience 52

Customer Experience Customer Service Representative Customer Journeys B2C 52

Second to None

JUNE 12, 2020

If this is not workable, employee feedback surveys are a brilliant method to capture sentiment across your organization. Gathering this feedback is important for a healthy and human relationship with your employees. This furthers the importance of treating your customers as humans across your digital platforms. Who are they?

Customer Experience 62

Customer Experience Customer Service Representative Chatbots Customers 62

Service Untitled

MARCH 10, 2010

After all, CEO Tony Hsieh encourages his customer service representatives to make a Personal Emotional Connection. The fine line between creativity and communication makes the message memorable. The offbeat humor fits the quirky culture of Zappos.

Customer Service 41

Customer Service Entertainment Culture Exercises 41