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Connected Customers, Data, and Journeys

Connected Customers, Data, and Journeys

Connected customers expect seamless, consistent, and personalized experiences across various channels and touchpoints. You must know their preferences and expectations and design an experience accordingly. To deliver on their expectations, you’ve got to have a complete view of the customer journey, informed by customer and data-driven insights. How do we do this?

Which Customer Satisfaction Metrics Should You Use? Consider These Seven.

Which Customer Satisfaction Metrics Should You Use? Consider These Seven.

Metrics are always a hot topic among customer experience professionals – and among others in their organizations who love to track them, namely executives. The most-frequently-asked questions are always, “What’s the best metric to use?” or “Which metric should we use?” The next questions is then, “How do I improve the score?” I’ll address both of these in this post.

Leaders: Are You In Love With Your Own Ideas?

Leaders: Are You In Love With Your Own Ideas?

I recently came across an article in the Wall Street Journal about David Novak, the former CEO of Yum Brands. In the article, he talks about his epic fail: Crystal Pepsi, the clear version of Pepsi that he developed in 1992 when he was Pepsi’s Executive Vice President of Marketing and Sales. The thinking behind creating Crystal Pepsi was that, at the time, colas were losing market share to clear drinks, so let’s develop a clear drink to compete. Hey, why not?

Successfully Continuing Remote/Hybrid Work in the Contact Center

Successfully Continuing Remote/Hybrid Work in the Contact Center

According to Gartner, 70% of contact center agents want to continue to work from home. At the same time, 81% of contact center leaders believe that as much as 80% of their employees will primarily be working from home in two years. The benefits of working from home are huge, for both employees and for the business.

Improving the Employee Experience to Improve the Customer Experience

Improving the Employee Experience to Improve the Customer Experience

The employee experience is mission critical to delivering a great customer experience – and your employees get it. They know what they need in order to deliver a great experience for customers – and it’s not always just training. You need to take a look at what you’re doing to ensure they have what they need before customers can have a great experience.

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