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robertstanley
Because of the nature of the industry I work in, I care a lot about how good companies are at delivering a superior experience to their customers – and how they respond when things go wrong.   This blog is prompted by a bad customer experience and an even worse complaint handling process. I hope it provides some useful tips on things to avoid… (Show more)
interactionmetrics
I know you get asked to take surveys all the time, because I do. Even the shortest business trip results in at least 5 surveys: Delta wants to know about your flight; Hilton wants to know about your stay; Enterprise asks about your car rental and on and on. But the most prevalent of all surveys is that one at the bottom of your sales receipt, the… (Show more)
robertstanley
Meeting customer demands can be a struggle for today’s businesses. Their expectations change from day to day, and customers expect results before they even contact you. Technology plays a leading role in these high expectations. The business community is embracing technology across all aspects of their operations. It streamlines communication and… (Show more)
robertstanley
Netflix is a master at showing how big data can work as a tool to create strong customer engagement and improve customer satisfaction - the next time you choose a new TV series, see the recommendations this streaming service offers based on your previous choices. This company - with its oceans of information about when people watch and how… (Show more)
robertstanley
Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years. One of these methods is Call Center Service Levels.   The most basic definition of a… (Show more)
interactionmetrics
  I’ll be moderating conversations about VoC at next week’s Operations Summit and it got me thinking… It’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction.   Think about your own satisfaction survey for a… (Show more)
robertstanley
Defining call center training methods   Like in any professional field, training provides a neutral environment where staff can learn and practice their skills. It is important to provide employees with the best tools to ensure they can perform their tasks to the best of their ability.   Over the years, call centers have seen the development… (Show more)
scottkendrick
Seth's Blog: All it takes is effort  "due to unusually lazy or frustrated design and systems staff (and their uninvolved management), we're going to torture you every single time you interact with us. Thanks for your patience." :) Shared with Jive Anywhere http://sethgodin.typepad.com/seths_blog/2017/06/all-it-takes-is-effort.html
scottkendrick
How Ford democratizes the use of data throughout the enterprise | ZDNet ZDNet The Ford Global Data Insights and Analytics team expands data access and analysis capabilities throughout the enterprise.   With its data growing exponentially and digital transformations including mobility, continuous connectivity, and autonomous vehicles quickly… (Show more)
robertstanley
Gamification has hit every industry over the past few years, and we've seen myriad ways you can use it. What has recently come to the forefront is using gamification to boost customer loyalty. And just in time. Customer loyalty programs have been flagging recently - and recent publications have argued it's because loyalty programs aren't building… (Show more)
interactionmetrics
In the US market alone, there are hundreds of customer service consultants offering thousands of customer service improvement strategies which begs the question: does anyone need yet another customer service improvement plan? I think, decidedly, yes, for the simple reason that most customer service remains lackluster and inconsistent—while… (Show more)
robertstanley
Recently, Marketing Week revealed that 78 percent of marketers used brand engagement as an ROI metric - yet less than half believed that it was taken seriously by business leaders. No wonder it's difficult for businesses to commit to strategies that focus on boosting customer engagement. However, there may be a good reason for the disparity.… (Show more)
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