Customer experience

We’ve all been there, those waning moments before a presentation or a meeting where you have to cram, create, or calculate some last minute bits of information.  The following is my recollection of one such situation that provided me with an “aha” or “light-bulb” moment that gave me complete satisfaction from my job. A job in which I help contact centers better serve their customers and be completely relevant to their business.   Read more»

A well-scripted IVR (Interactive Voice Response) system can provide significant benefits to customers by offering services around the clock, 24/7, including holidays, saving a business time and resources. It can also provide new services that could never have been cost justified if using real people; it can help to handle high call volumes; and enables customers to handle their own simple operations over the phone, such as pay bills, track shipping, verify specific account information, or make reservations.   Read more»

As I noted in my last blog post, the key to some of the most successful Voice of the Customer (VoC) programs is the ability to “Keep it Simple.” You may have created your customer feedback survey and now you’re wondering what else you can do to ensure your program is a success. Here are a few tips from Jim McNutt at Piedmont Natural Gas and Bob Moore at TDS Telecom.

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In the past year, I’ve been fortunate to learn from our most successful customers about the practices and programs that they put in place in order to deliver phenomenal customer service. A key cornerstone of delivering extraordinary customer service is often having a Voice of the Customer, or VoC, program in place. 

In this 2-part blog series, we’ll take tips from our customers and learn from their experience in implementing a successful VoC program.   In today’s post, let’s talk about “Keeping it Simple.”   Read more»

It's common knowledge that gaining and sustaining a competitive advantage today requires a top-notch customer experience. The breadth of the customer experience across all touch-points can make this seem like a daunting task. As a result, many business leaders feel overwhelmed by the prospect of reengineering the customer experience and do nothing—or focus on one siloed element of the customer experience, missing the opportunity to deliver real impact.

We are bringing together three amazing industry thought leaders to discuss what decision makers should do to begin building a unique, relevant customer experience in a webinar on Nov. 30, including:

• Martha Rogers, Founding Partner, Peppers & Rogers Group
• Sarah McElwee, Vice President of Response Services, DATACORE Marketing
• Mariann McDonagh, Chief Marketing Officer, inContact

Our presenters will discuss how to:   Read more»

There's a lot of chatter this week around the Netflix/Quikster dissolution. I'm not sure if it would have been such a big deal to Netflix subscribers (and the media) if it hadn't come on the heels of their recent, controversial price hike. It got me thinking about customer trust - and the role it plays in maintaining your customers when bad things happen.   Read more»