Tag "customer service"
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
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.
Are you making new friends? Christopher Mims of the Wall Street Journal said last week that “the measure of good customer service is straight forward: At the end of it, you want people to like you” (WSJ, November 2, 2015, page B1). Tony Hsieh, CEO of Zappos, says it is their goal that “by the... more
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
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
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