Tag "customer service"

How to Succeed with your Customer Experience Initiatives

Customer experience is the new currency of business competition, and proof of this is easy to find. The companies favored today by your friends, family, and colleagues—and no doubt, yourself—confirm a new truth: Great customer experiences win the market. Uber, a software company, is killing it in the taxi industry because it creates a seamless... more

Data, Design, and Culture: Three Ingredients to Great Customer Service

For companies to succeed, they need more than just great ideas. The best companies know to combine big ideas with data, design, and a culture willing to adopt them. This is especially true in the customer service industry where these three elements can make all the difference, helping to drive innovation, elevating customer experience, and increasing agent engagement.

Illusion Series – Episode V: Yes, I See What You are Saying

We all have heard about Tesla’s real-time condition monitoring on key vehicle systems. This allows Tesla to provide automatic software updates remotely as well as detect, suggest and schedule service visits preemptively. For many of us, this is nothing too exciting anymore, as the automotive industry has talked about this for over a decade.  ... more

Great Customer Experiences Start with Great Customer Data

On Saturday, I got a call from my broadband company on my mobile phone. The sales rep pitched a great limited-time offer for new customers. I asked him whether I could take advantage of this great offer as well, even though I am an existing customer. He was surprised.  “Oh, you’re an existing customer,” he... more

What Do Your Insured Members Look Like?

As I was changing my flight this morning, I needed to make sure that my checked bag made the change as well (because who wants to get to a meeting with nothing to wear but yoga pants and t-shirts?). During the conversation with the gate agent, I was told that the reservation system accessed through... more