How Customer Experience Can Drive Topline and Bottomline Growth
For decades, the quality of products and services reigned king as the primary driver of customer loyalty and business growth. In today’s digitally driven...
Inside View: Travelzoo
There are few things in life that inspire as much passion as travel. It has the power to change perspectives and transform lives. That’s...
Delivering a Personalized, Effortless, Connected CX
People today may choose to communicate with organizations across various channels including phone, email, chat, SMS, social and walk-ins. When they do reach out,...
Lost in the Labyrinth… Customers Want Out!
This is my own personal idiom… and it will be the basis of my Idiom Insights columns for 2018. The contact center industry is...
Don’t Equate Silence with Satisfaction
As a small or medium-sized business, it’s easy to get complacent. While the big guys scramble to stay ahead of the latest customer care...
Why Size Doesn’t Matter: No Business Is Too Small to Care about Customer Experience
Small and mid-sized companies can no longer be complacent in their customer service, leaving premium customer care services to the corporate giants that can...
The Moment of Truth
My flight just got canceled, and I have to make it home tonight to attend my daughter’s holiday dance recital. Or maybe, after 17...
Inside View: Moni Smart Security
The home security market has undergone a considerable evolution in recent years. The emergence of smart home technology has introduced a variety of new...
Design a Service Experience That Differentiates
Experiences matter. Experiences are journeys. Journeys are designed. So say Thomas A. Stewart and Patricia O’Connell, authors of the new book, Woo, Wow and...
Where Is Your Company On the Road to Customer-Centricity?
In recent years, a growing number of organizations have demonstrated progress toward becoming more customer-centric. For some, the transformation that began as conversations in...
Face the Music… Call Yourself!
According to TheFreeDictionary.com, “face the music” means to “confront unpleasantness, especially the consequences of one’s errors.” The precise origin of this idiom has been...
Get the Show on the Road
The idiom “get the show on the road” alludes to a theatrical production going on tour,” according to The American History Dictionary of Idioms....
Digital Strategies Driven by Customer Experience
An interesting finding from Dimension Data’s “2016 Global Contact Centre Benchmarking Report” is that, for the first time, customer experience has surpassed cost reduction...
Inside View: Ciena Corporation
Most organizations take an inside-out approach when it comes to customer management strategies. They measure performance and base decisions largely on internal benchmarks and...
Inside View: Vivint Smart Home
Vivint Smart Home is a company that knows about change. The business that started as a dealer for home security companies has evolved into...
Moment of Truth
The origin of the idiom Moment of Truth is a “translation of the Spanish el Momento de la Verdad, signifying the point in a...
Defining the Branded Experience
How do you begin to translate your company’s brand promise into actions that your frontline agents can carry out?
One of the key strategic questions...
Define the Moments of Truth That Impact Customer Satisfaction
Once you begin to form a more holistic view of the customer’s journey, you can define the interactions that truly impact the customer experience—which...
Quick Tip: Indicators Influencing FCR Performance
Even the most effective measures will not impact the company’s ability to deliver an exceptional experience if the feedback cannot be translated into improvements...
Look Beyond Surveys to Measure Customer Experience
Contact centers typically rely on post-call surveys to gather valuable feedback from the customer's viewpoint. But how do you measure a customer experience that...
