by Annette Franz | Nov 24, 2015 | customer experience, customer service, empathy, employee experience, technology
Image courtesy of PixabayI originally wrote today’s post for Mattersight. It was published on their blog on May 29, 2015. Placing a call to customer support just got a little nicer and a little easier.Think about the last time you called a company’s...
by Annette Franz | Dec 2, 2014 | customer experience, customer service, technology
Image courtesy of UnsplashDoes self-service reduce or increase effort? Not just for customers but also for your business?I wrote about technology and the customer experience a couple times last year; after all, that’s what self-service is all about: technology....
by Annette Franz | Sep 5, 2013 | customer experience, customer loyalty, customer service, technology
Image courtesy of PixabayToday I’m pleased to share another guest post by Micah Solomon.In my years as a customer service consultant, I’ve yet to hear a customer blurt out anything that sounds like this:“I just love that gorgeous blue Citibank ATM at Prospect...
by Annette Franz | Aug 20, 2013 | customer experience, customer service, technology
Human touch trumps technology! On the heels of my post a couple weeks ago about humans vs. technology in delivering a great customer experience, I thought I’d share some human touch articles of late. Several were shared with me as a result of that post,...
by Annette Franz | Aug 9, 2013 | customer experience, customer service, technology
Can technology replace humans to provide a better customer experience?This has been an ongoing discussion for the last year or two, especially as technology evolves and new tools surface: can technology alone deliver a customer experience that is as good as, or better...
by Annette Franz | Feb 5, 2013 | customer experience, retail, technology
Image courtesy of PixabayToday I am pleased to present a guest post by Andrew Konoff.Retail business is in a remarkable state of flux. Brick and mortar stores are seeing sales flatline as e-commerce soars to new heights. The face of selling is changing dramatically as...
