Tag: customer service

Consistency Is Often Overlooked But Is The Secret Ingredient To Making Customers Happy

I’d like to tell you a couple of stories about some things that happened to me while travelling to speak at an event in...

When It Comes To Customer Experience Transformation, Technology Isn’t The Problem

I was in Las Vegas recently for Pegaworld iNspire 2023, Pega’s annual customer event. It’s the first time it’s been held in person for...

Is The Contact Center Going To Be The Next Big Tech Frontier?

Many publicly listed technology stocks have been having a torrid time of late as investors move away from lofty visions and future promises of...

In Times Like These, Customer Service Leaders Can Learn A Lot From Gardeners

As we approach the end of the Summer and head into Autumn, here in the Northern hemisphere, many gardeners will be starting to think...

New Research Finds That Customer Service Agents Are Abusing Customers

At the end of March, Olga Khazan writing in The Atlantic published an article that asked “Why People Are Acting So Weird.” The article...

Combating Language Discrimination In Customer Service

Vasco Pedro, CEO and Founder of Unbabel, recently told me a story when I spoke to him on my podcast about his experience with...

How To Win New Customers Without Losing Your Established Clients

Your existing customers are a huge asset to your business. Repeat and referral business from them can be a powerful, low-cost marketing strategy, so...

The Emerging Landscape Of Service

Almost a year ago, at Pega’s iNspire event, I watched a presentation by Jeff Nicholson, VP of CRM Product Marketing at Pega, and Paul...

Authentic Customer Service: Meaningful Term Or Epidemic Of Lip Service?

What do companies mean by the terms authentic customer service and authentic customer experience? Customer service consultant Micah Solomon explains, with help from Joseph...

The Customer Experience Is The New Flagship Store

When your brand has no “there there” anymore—no Fifth Avenue flagship store, not even a little flag raised at the local strip mall–where is...

Don’t Make Customer Service Agents Wait For Self Service Tools

Recently, I had the pleasure of both presenting at and listening in to several sessions at the recent Calabrio C3 Connect conference. That allowed...

IndiGo wishes Happy New Year to employees by removing leave without pay from Jan 1 – Times of India

NEW DELHI: IndiGo is removing leave without pay (LWP) from all departments in the New Year. With domestic air travel gradually recovering — while...

How Will You Be Using Video In Your Customer Experience Mix In 2021?

Four years ago I spoke to Matthias Murin, who was, at the time, Group Manager Customer Service at DocMorris, a Dutch online and mail-order pharmacy...

Prioritizing Customer Expectations Will Help Small And Medium-Sized Businesses Survive And Thrive In The Novel Economy

getty Plan for a world with COVID-19 for the next 12-18 months. You might not be thinking that...

The Dark Side Of Customer Experience

Getty Images Is it possible for a company to be too easy to do business with?  The answer,...

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