Customer Experience

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, they expect to receive the same level of service regardless...

This is my own personal idiom… and it will be the basis of my Idiom Insights columns for 2018. The contact center industry is facing serious challenges when it comes to the customer experience....

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 trends, smaller companies move at a slower pace. With resources...

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 afford it. Companies of every size, in every situation—from trying...

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 years of paying premiums, I have to file my first...

The home security market has undergone a considerable evolution in recent years. The emergence of smart home technology has introduced a variety of new players to the field—from consumer electronics manufacturers selling do-it-yourself home...

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 Win: Service Design, Strategy and the Art of Customer Delight...

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 the executive suite is now beginning to take root in...

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 lost. Most references believe it “refers to a theater’s pit...

The idiom “get the show on the road” alludes to a theatrical production going on tour,” according to The American History Dictionary of Idioms. It has come to refer to getting things going and...

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 as a primary reason for offering digital channels (73.7% vs....

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 metrics that frame the company’s perspective of what is important...

Vivint Smart Home is a company that knows about change. The business that started as a dealer for home security companies has evolved into a vertically integrated company that develops, designs, manufactures, sells, installs...

The origin of the idiom Moment of Truth is a “translation of the Spanish el Momento de la Verdad, signifying the point in a bullfight when the matador makes the kill. It was first...

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 to ask your executive team is, what is the experience...

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 are the ones you want to measure. Cynthia Grimm, Chief Customer...

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 at the point of contact. Leading-edge organizations regularly analyze behavioral...

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 spans multiple touchpoints? “Keep in mind that customer surveys are...

Michael Pace is the Owner and Principal of The Pace of Service, a consultancy that assists organizations to realize the full benefit of customer service, social business, business process management and people leadership. One...

In recent years, some service providers have subscribed to the theory that companies should strive to provide a level of customer service that is just “good enough,” and should not spend the effort or...