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The pace of change is faster than ever before. Those in technology-based fields already understand the forces of constant change that form competitive pressures in those industries. But what about the rest of us? While the need for innovation might not be as obvious and the penalties for failing to innovate might be less drastic …
Meet Renee Cloyd! Renee Cloyd is a wife and mother of three young boys ages 11, 9 and 6 who balances her busy home life with a full time job as a Center Director at Christ Lutheran Children’s Center. At CLCC, we strive to provide a quality early childhood program. In our center, forming strong ties …
Creating great customer experiences and delivering great customer service almost always boils down to one thing: being able to understand the experience of customers — to walk a mile in their shoes and to build a better shoe or create a better walking path with that knowledge. It begins by understanding what your customers are …
Understanding the Other Side of a Bad Customer Experience Read More »
Technology is an integral part of frontline customer service. From information kiosks to digital signage, from mobile point of sale devices to the customer’s own smartphones; technology is part and parcel of even the most basic face-to-face interactions on the service floor. While much is made of online shopping replacing retail shopping, less is discussed …
Meet Carol Euliss! I have been an RN for 36 years, a childbirth educator for 20 years, and a doula for 16 years. I have worked for Community Health Network in Indianapolis, IN for 27 years. I teach classes, coordinate a hospital based doula program, and attend births in the role of a doula. I have …
The words Big Data are spoken every day in corporate offices around the world. And the benefits of it to companies and customers is, well… big. And while Big Data is becoming more accessible to small to medium-sized businesses (SMBs), the basics of customer information — small data, if you will — is still where …
Customer Information Form Basics: What You Need to Know Read More »
We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. Their histories and influences, such as mentors, Italian restaurants and books have something to teach us all. So let us reintroduce you to our Faces from …
Today we are releasing our new guide to customer service and customer experience higher education programs. The Customers That StickTM Guide to Customer Service Certificate and Degree Programs (link is no longer active) is designed to help shine a light on the growing importance of our field and to help generate interest in those higher …
Introducing a New Guide to Customer Service Higher Education Read More »
Guest Poster: Luke Rees The following is a guest post from Luke Rees, a digital marketing executive at AccuraCast who writes extensively about technology, ecommerce, and trends in the search market industry. Luke explores the importance of not only omnichannel alignment but also of considering human-to-human interactions as part of an omnichannel strategy. Also, he …
Omnichannel Customer Service with the Human Touch Read More »
The holiday season is upon us, and we’d like to express our appreciation and gratitude for your engagement with CTS this past year! We thank you for being a part of the CTS community and for sharing your customer service experiences with us here on the blog, on social media, and through email. In the …
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