Experience Matters
MAY 30, 2016
After we released the Temkin Experience Ratings for fast food restaurants, a Business Insider report asked Domino’s to comment on the pizza giant’s ranking (15th out of 19 fast food restaurants). Here’s how a Domino’s representative responded: We’re the only restaurant chain of our size in the U.S. that has experienced seven consecutive years of positive same […].
Beyond Philosophy
MAY 30, 2016
It was 1980. I was 22, newly married and climbing the corporate ladder in England. David Bowie’s Ashes to Ashes played on the radio. Margaret Thatcher was just getting started in her reign as Prime Minister. It was also a long time ago. I have learned much about professionalism and careers since then. To that end, here are five things I would do today if I were 22. #1: Dress like my job depended on it.
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transcosmos Information Systems
MAY 30, 2016
IT companies who rely heavily on data collection, storage, and dissemination should invest in an IT infrastructure management. Considering IT’s wide landscape, every company needs a robust framework to keep the data organized and ready for use. With cloud computing and system automation fast becoming a trend in most businesses, the need for IT infrastructure is stronger than ever.
ShepHyken
MAY 30, 2016
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Automate or Humanize? The Great Customer Service Debate by Judith Aquino . (1to1 Media) Can companies trade the human touch for automation without sacrificing the quality of their customer service?
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CSM Magazine
MAY 30, 2016
The reasons to embrace Customer Experience Management can be various, but the common truth is that businesses now find it hard to resist jumping on the bandwagon too as the age of the customer is finally and irrevocably here. But this ‘everyone does it’ stance can be quite deceptive. Picturing your competitors on the imaginary CXM maturity graph, be sure that the majority of them will never go beyond customer service automation.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer Interactions
MAY 30, 2016
Ben Knieff of AITE Group shares his view on how Real-Time Authentication can help contact centers get the most from their call recordings.
Win the Customer
MAY 30, 2016
Social media is such an amazing tool to build your business, establish your brand, and most importantly connect with your customers. Understanding the social media game can truly be an uphill battle for some. Keeping up with the passwords, trends, and algorithms of each network leave many people feeling like they’d rather skip out on working with social media at all.
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