In the past companies have left the customer relationship building to marketing. However today with shifting customer behavior the responsibility of nurturing customer relationships often sits with customer service. It make sense that the continuous nurturing of the customer experience should be left to the people who support the customer before, during and after the [...]
Getting to know a little something about the customer that isn’t related to selling or upgrading helps humanize the connection between employee and customer so that together they can arrive at the desired outcome.
Do you have a voice of the customer (VoC) program? In a new research report, The Future of Customer Experience Insights, Temkin Group identifies five trends that will change how companies handle VoC programs.
Forrester Research says a strengthened relationship between the CMO and CIO will be paramount for companies' success in 2015. Shocked? Neither are we. This executive relationship -- and how it must be tightened, glued, bonded and sealed -- has been bandied about before.
3rd Party Remote Call Monitoring can help you make crucial business decisions regarding your call center activities. With 3rd Party Remote Call Monitoring, lower call volumes, lower call times, increase first call resolution, increase sales/retention effectiveness, and increase customer satisfaction.
With each passing year, customer expectations become increasingly daunting. Companies find themselves racing to keep pace with the latest strategies and technologies. Yet, often times, the greatest innovators are those who keep things simple.
If you're like most people you experienced some great, and some awful shopping experiences over the past few months. But what made some experiences great and others less than average?The answer is almost certainly that the good experiences were driven by exceptional service tailored to your specific needs, and the bad experiences were caused by poor and uncaring service. It's the difference between the sales associate that takes the time to understand what you are looking for and helps yo Topic: Customer Experience.
Did you get a new coffee maker during the holiday season? Or perhaps a Starbucks gift card? You might be surprised at how three coffee sellers offer up valuable lessons in marketing and building customer loyalty. Unfortunately, some of those lessons are what not to do. Here are three examples [...]
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