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How Competitors Help Improve Your Experience

What are your competitors doing with CX? I do hope you have answers for this! But are your answers up to date? And do they lead to action? I’ve heard many business leaders say they don’t check their competitors’ customer experiences at all! They say things like “We pay close attention to the market” or [...]

What if You Were Your Own Customer?

Day in and day out, we do our best. We do our best to serve our customers and employees and colleagues well. We do our best to juggle the 9 million items on our to-do lists and maintain a sunny disposition in the face of stress, deadlines, the unknown and more. We’re all guilty. Anyone [...]

By |February 27th, 2017|Best Practices / Metrics, Customer Experience|

Thinking is Bad – So Why Are You Making Your Customers Do It?

“The goal should not be to remove humans from the equation, but [to] empower human beings who actually have a beating heart and who are caring people to achieve a greater degree of hospitality.” These words, from Danny Meyer, the CEO of the Union Square Hospitality Group, are meant for restaurants, but apply just as [...]

Investing in Employees to Emotionally Connect with Customers

Frontline employees need a strong mentor. Merriam-Webster defines the word mentor in the following way: “a : a trusted counselor or guide b : tutor, coach.” And isn’t this what the best managers, team leaders and colleagues strive to be for us? We want to keep our best people doing their best and feeling good [...]

Help Your B2B Clients, Help Yourself

As a B2B company, you have a great opportunity to see the big picture that is hidden from your clients. By serving multiple clients, you can see something they can't - and that they most definitely need to know. Your clients use your products and services in a vacuum. They probably have a good idea [...]

Are You Viewing the Experience Through the Lens of the Customer?

Whenever we deal with customers, we are asking our brains to do a lot. We are trying to see things from the customer’s perspective, to understand their issue and how to solve it quickly, and simultaneously using processes and procedures to move the interaction to its next logical step. We are using our lens to [...]

The Future of Contact Center Automation

As technology advances, could contact center agents be replaced by robots? That’s a question some outsourcers in India and the Philippines are asking themselves as automation continues to have a major impact on the contact center industry. According to a recent Wall Street Journal article, robots are already starting to replace agents on some low-end [...]

By |September 6th, 2016|Innovation, Intraday Automation|

How to Improve Your Finance Team’s Soft Skills

One of the reasons our business stays open is because someone purchases our services or products and will continue to do so based on having a successful series of interactions with us from purchase through delivery and later support if needed. A simple enough way to describe the importance of customer touch points for our [...]

Information Your Customers are Tracking (Whether You Know It or Not)

Twitter and Facebook have started experimenting with posting when brands are responsive, how responsive they are, and what the best times are to get a response to inquiries via these social media channels. Brands better sit up and take notice. Customers are tracking how you behave. They are telling their friends dirty little secrets like [...]

By |August 18th, 2016|Best Practices / Metrics, Customer Experience|

What is the Most Important Contact Center Metric?

I presented at the ICMI CC Expo last month in Long Beach. It’s always a great conference, and I look forward to it each year. In the afternoon after my journey mapping workshop I attended a Justin Robbin’s session on metrics. Justin began by asking attendees the most important metric they tracked. Think about it [...]