Here’s the story: A health insurance company came up with an innovation for their health savings accounts, allowing account holders to select among three pricing plans. This would allow their customers to select the plan that best fit their needs.
Their market research confirmed interest in the plan, so they implemented the new account types. They built the software changes, sent letters to their 400,000 account holders, and created marketing and sales plans to stimulate demand.
After a few months they wanted to check the success of the new plans. The first piece of bad news was that far fewer account holders […]
Metrics play an important role in every contact center. But when it comes to profitability, what are executives most concerned about on a daily basis?
When we talk about “profitability” in the contact center, the first […]
I recently came across the following Chinese parable, and as I often do, wondered how this story might apply to customer experience metrics and management initiatives. The parable, titled “Mark the Boat for a Dropped Sword,” […]
You can have outstanding customer service, but it only takes one mistake to erode the customer’s confidence, thus diminishing the chance you’ll have at gaining the customer’s loyalty. This mistake can be summed up in […]
Last week I had a computer problem that required me to contact technical support. I was sure I would have to send my computer in, but they were able to quickly solve my problem.
So why […]