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It has been a year filled with advancements in AI technology and a significant surge in the usage of AI in customer-facing roles. Yet, we see over and over again that for many organizations and many industries, their greatest competitive advantage is human interaction with their customers and clients. However, human interactions are not a […]
Employee Empowerment: The Ultimate Human Advantage Read More »
Historically in customer experience, the term retail robot has been used to describe frontline employees who just went through their day and more importantly, through customer interactions robotically, reading enthusiastically from a script, interacting the minimum possible to complete the transaction, and never thinking outside the box or looking for creative solutions. Retail Robot is
Hassled Customers and the Return of the Retail Robot Read More »
Storytelling is an integral part of human history and a key part of our evolution as a species. Since the earliest days of cave paintings and language, human beings have told stories. Stories have a special power, a way to make us feel that facts and data do not have. And as such, storytelling can
The Incredible Power of Storytelling with Customers and Employees Read More »
If you could guess what customers want most from AI, what would you say? If you answered “for it to be more human,” then you win the prize. (I mean, I basically gave it away in the title.) It is a bit ironic when Computer Weekly promotes the humanization of AI, but that is exactly
Customers Want Human AI Read More »
In many organizations, employee onboarding is no longer just a how-to-open-the-register process. Modern companies with people-centric cultures have learned the importance of employee onboarding, of starting new employees off on the right foot and making sure that culture and experiential values are instilled from the start. One of the most powerful cultural creation and reinforcement
The Power of Employee Onboarding Read More »
A few years ago, I was asked to give a quote for an article to answer this question: What is your favorite customer service metric and why? When the article came out, the great majority of answers were what you would expect NPS, C-SAT, CES, but my answer was different. I responded with one word:
Customer Service Must Be Profitable Read More »
If you read customer experience news or trade websites, the percentage of articles that are in some way related to artificial intelligence is remarkable. While I haven’t counted them–obviously–it must be over 50 percent and could be as high as 60 to 70 percent. It’s not that AI is a new topic; it’s not. And
Lessons from COVID for the Age of AI Read More »
Analyzing customer retention can be a tricky business. While understanding customer attrition is often complex, no matter what your business model, almost every organization can benefit from tracking and attempting to understand customer retention and churn. First let’s begin with the definition of the customer retention rate.
How to Calculate Customer Retention Rate Read More »
As the Thanksgiving holiday approaches here in the United States, we thought it would be a great time to discuss a few different ways you can use language to express your gratitude to customers. Thanking customers and telling them how much you appreciate them are important parts of the customer’s emotional journey, and it is
5 Ways to Use Language to Thank Customers Read More »
Let me say it here once and for all: You do not have to exceed customer expectations to deliver great service. Do surprise and delight matter? Sure. Do WOW moments make an impact? Of course. Do we all love stories about incredible customer service? Heck yeah! But they are the cherry on top; they are
Exceeding Customer Expectations Is Nice but Not Necessary Read More »
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