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We are super excited to announce that we officially have a book deal! The book is centered on frontline customer service and is meant to provide customer-facing employees the mindset, strategies, and techniques to provide Hero-ClassTM Customer Service. The publisher is AMACOM, a significant publisher of business books for over 50 years. AMACOM has published …
One of the key factors when reducing the hassle-factor in your customer experience is simply to reduce the number of steps customers have to take to get their issues resolved. A common metric for measuring success in this area, particularly in the call center industry, is first contact resolution (FCR). While I think a narrow …
An email list can be at the heart of an organization’s customer communication strategy. If managed effectively, email communication can foster deeper and more profitable relationships with customers and potential customers. BlueHornet surveyed 1,000 U.S. consumers about their thoughts on email marketing. There are many insights to glean from the study, and below are five …
Key Statistics to Help You Use Email Effectively Read More »
The business intelligence company Jaspersoft did a very interesting Big Data study, surveying 1,600 of its community members. Jaspersoft included many of its findings in a nice infographic, which we share below. As you will note, companies are embracing Big Data more than ever and becoming more comfortable with its place in organizational priorities. Here …
I just wrote a new post for Salesforce called 5 Tips for Decreasing Customer Wait Time That Really Work where I explore ways to minimize the negative effects of wait and hold times on the customer experience. The post contains some really interesting data that illustrates the financial interest that companies should have in reducing …
As managers and owners, we have to take care that the systems we put in place to manage and ensure great customer experiences do not create robotic procedures that can be counter to the very experiences we are trying to create. In the post Customer Service Training: Principles Trump Procedures, I told the story of …
Putting the Customer Ahead of the Customer Service Checklist Read More »
In The 7 Habits of Highly Effective People, Stephen Covey put forth the idea of viewing tasks through the lens of importance and urgency. The idea, proposed in the section entitled Habit 3 Put First Things First, is that one should align one’s actions with “First Things” to achieve effectiveness. Covey presented the following matrix, …
The Best Way to Make a Customer-Facing Team More Effective Read More »
A lot goes into being a customer service professional (CSP) — forethought and intuition, planning and adaptability — and effective CSPs make sure that they are using their abilities completely in the service of customers. We thought it would be fun to take a look at the anatomy of a customer service professional. The infographic …
Anatomy of a Customer Service Professional (Infographic) Read More »
I was honored to take part in a recently-released eBook entitled: CUSTOMER EXPERIENCE PREDICTIONS 2014 | Views from Customer Experience minds from around the globe If you are looking for insightful predictions as to what 2014 will bring to the field of customer experience or just a little inspiration, this eBook will get you thinking …
2014 CX Predictions: eBook and the Coming of Geofencing Read More »
2013 was a great year for video! We were able to interview some insightful customer service professionals, marketing experts, and small business owners and received a wide variety of perspectives on customer experience and customer service. We wanted to highlight the people who contributed their great insights to CTS this past year. Please take a …
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