What is the difference in focusing on the customer or focusing on operations?
There are differences on how to approach your business. You get to decide. How conscious is that choice? Has inertia …
Tag Archives: Customer Service
The good, the bad and the ugly of customer service
I think, based on my experiences, that much of what is called customer service, is simple “go away”. Seth Godin …
Customer experience: Can it be managed?
There is a whole discipline around customer experience management. Ton’s has been written about it. Digital technology supports it. Can …
The digital business journey and marketing
One of the most impactful areas of change for the digital business is in the area of marketing. It is …
“It’s very difficult to reason with someone if their hair is on fire.” ~Seth Godin
This customer service summary from Seth Godin is right on target. We have all, way to often, experienced the opposite …
“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” ~Donald Porter
We can continuously learn but none of our efforts are perfect. There is lots of data to suggest the power …
What is more important, advertising or amazing customer service?
How important is the experience that customers have with you? Before you answer, consider this: 40% of people began purchasing …
How Smooth is the Path for Mobile Customer Support?
Consumers who are inseparable from their smartphones and apps increasingly represent the average customer across industries, placing pressure on companies …
Are we disillusioned about what customers really think?
The Digital Executive is so passionate about Customers that they live for executing a strategy that creates value for the “bottom line”. …
What I remember about the experience is the main thing. Or is it?
Is what I experience the most important thing? Perhaps it is what I remember. What I remember is the thing. …
What does the future of customer service look like?
There is a huge emotional component to great customer service. In an American Express Service Survey, when 1,620 consumers were …
Can one simple oversight bring our stock price down 8% in two weeks?
It is easy to underestimate the new power that consumers have in the digital world. Don’t let it happen to …
Why is marketing integration critical to the digital experience at the contact center?
We know we have silos. We know they are not useful. As leaders, we must insist the customer service (the …
What’s the Future of Customer Service? Ask Salesforce
What is the state of customer service? How you doing with customer service via mobile devices? What about you ability …
What should you do to start the journey of constituent experience?
The effect of everyone jumping on the constituent experience bandwagon is a slowdown in the maturation of this new business …
Customer Experience Isn’t Just About Customer Service
Customer service is not the same as the customer experience. Customer service is one interaction, usually on one channel, out …
Is your contact center focused on the experience?
Is your contact center loyalty focused and focused on the experience of the customer? As a consumer, I do have …
Interested in a Voice of the Customer Program? First build executive support
Interested in a Voice of the Customer Program? First build executive support. Those who have gone through the process all …
5 questions to ask about your customer focus
Whether you are a business leader of a department or the CEO, these questions make sense to ask and get …
What is the Customer Experience Index? Why should you care?
Is it ok to your investors to ignore money on the table by providing a mediocre customer experience? Kerry Bodine, …
What is the future of customer surveys in our brave new world of customer experience?
What is the future of customer surveys in our brave new world of customer experience? As more companies thirst for …
How do you turn bad customer service into a win-win?
Customer service isn’t always easy. No product or service is perfect. Customers get frustrated. There are some basic principles that …
How can you turn a problem into an opportunity? Great service is the key!
We all experience problems with products we buy or service we receive from companies. We know it happens and can …
How much does it cost you to get one new customer?
In the world of marketing and the customer experience, there are two things worth knowing. The Digital Executive knows the …
“In 2013, 66% of consumers switched brands or business due to poor customer service, a 4% increase on the previous year.” ~Accenture
This is stunning but as consumers we all know it. We all have horror stories of not just bad, but …
What is the single most important digital business trend?
What is the single most important digital business trend? I think it is fair to say we have entered the …
Are you a customer-focused or operations-focused company?
There are differences on how to approach your business. You get to decide. How conscious is that choice? Has inertia …
