|
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 […]
What Do We Know About Big Data? (Infographic) Read More »
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
The Impact of Reducing Customer Wait Time Read More »
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
12 Customer Experience Videos from 2013 Read More »
Customer-facing professionals need to know not only the scope of the challenges they face but also the results that stem from their actions. Statistics centered around the customer experience can help bridge the gap between performance and results. The 9 statistics below are categorized into three important customer experience areas: customer loyalty, customer effort, and
9 Customer Experience Statistics to Refocus Your Team Read More »
This post was originally posted in August 2012. Since that time I have seen the idea customer experience improvement consistently increase in popularity. That is a good thing, and hopefully, our discussions here at CTS have had some small impact. In that context, however, I thought it would be a good time to revisit this
Is Great Customer Service Enough Now? Read More »
The holiday season is a special time of year that helps us recognize all the things we are thankful for in our lives. This Thanksgiving, we want to thank our community and express our gratitude to you for your support. We truly appreciate your readership, your comments and your engagement with us. Although the holidays
Happy Thanksgiving from CTS! Read More »
© 2011-2025 CTS Service Solutions, LLC.
All rights reserved.
Legal Information | Privacy Policy
How to Cite this Site