When you can attribute a 20% revenue gain to a customer centric culture or program, you get noticed. And that's exactly what happened to several Voice of the Customer thought leaders during the annual Allegiance Engage Summit 2011 in Deer Valley, Utah. READ»
In my last post I talked about how the customer experience usually starts far before they choose to contact customer support. In many cases the customer experience has already been tarnished before they begin looking for a ...READ»
In my previous post talking about 'Measure' I introduced you to a company called Clickfox (www.clickfox.com) The more I speak with them the more I realize how far the 'Customer Experience' can be taken. She shared with me how a ...READ»
When implementing consistent products and services across multiple channels, it is important to think about how you will measure the success. Customer behavior is both an art and a science and requires the review of results. You ...READ»
When considering offering your products and services across multiple channels, it is very important to ensure that all of the channels allow for the same activities. Many companies who already have an IVR and Call Center will ...READ»
Many companies identify the channels that they are going to use and then add entire departments to handle the new channel. I have seen departments responsible for processing fax orders, another for managing e-mail orders and a ...READ»
Companies are recognizing the importance of getting in front of their customers and that the amount of time that a customer will pay attention is limited. Companies are leveraging the different channels as an opportunity to speak ...READ»
Many errors that companies make when converting a traditional IVR to a voice application is that they keep the same tree structure. Many customers hate IVR’s because not everyone thinks in a methodical, structured way and do not ...READ»
Are you listening to your customers (including their complaints)? Some companies despise their problem customers and wish they would go away. Companies changing the game of customer service are listening to their customers and ...READ»
If you cannot answer this question, chances are you are losing them and do not know it. To know more about your customer you have to spend time analyzing your customer information. Items such as demographics, behavioral trends ...READ»
Just about everything offered in the marketplace today has become a commodity. There are more and more suppliers offering similar, if not the same products. As a business, it has become more difficult to differentiate yourself ...READ»
