Implement New Experience Technologies, But Don’t Leave Your Actual Customers Behind

Tom (my fiance) and I went to grab an iced coffee at Starbucks yesterday afternoon to beat the heat. I was taken aback by how many laptops were open. Starbucks has inherently changed forever – no more chatter of the European coffee houses as it was originally intended. Now, it has become a quiet haven […]

15 Truths About Customer Experience

Customer Experience, even with all of the corporate and media attention its gotten the past decade, is still sort of a mystery. Many companies either bucket the discipline into some form of Customer Service or Marketing, thus limiting the group’s ability to reach across the organization. Other companies allow Customer Experience to live in siloes […]

Do You Know How Much You’re Really Losing When You Lose A Customer?

Do you know? If not, then you can’t really have any idea what you’re losing, or gaining for that matter, with your actions. Start With The Theoretical Rooted In Reality Let’s break this down by necessary components of information by running through a mock case study so you can go back and calculate the same […]

Not Everyone Is On Twitter, Including Your Customers. So Now What?

Forrester and MarketingProfs administered a survey earlier in the year where we saw that a majority of the organizations responding are ramping up or currently running some sort of Social Media plan in 2010, with 55% stating they use Twitter for marketing purposes. Great for Social Media, but is it actually great for your business? […]

Don’t Measure Success With Single Call Resolution Alone

Single Call Resolution is commonly used in customer service centers to measure an employee’s effectiveness with drilling through the call queue. This is a very one-sided measurement of things that matter to the company like: Employee Effectiveness – Is the company getting the most productivity per dollar? Cost to Service a Customer – How short […]