Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. Customer satisfaction has been in a freefall for four years running.

Customer Service 134

Customer Service 2013 Contact Center 2011 134

Customer Bliss

DECEMBER 28, 2017

As we all take the time to think about improving strategies for focusing on customer-driven growth, join me as we revisit 5 of my most popular blog posts of the year. If you’re ever in need of a bit of inspiration or guidance for your customer experience implementation, this is the content you can come back to time after time.

2017 141

2017 Blog Customer Experience Chief Customer Officer 141

Customer Bliss

AUGUST 8, 2019

So if you’re heading on vacation soon or relaxing as business slows down a bit, here are a few book suggestions for you to uplevel your own CX skills and that of your team. The following books should be in your arsenal for customer experience transformation. The Power of Moments by Chip and Dan Heath.

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

ijgolding

MAY 21, 2018

Whether you work in financial services, manufacturing, logistics or retail, no business today can ignore the rapid pace of change facing us all. As little as twenty years ago, organisations could quite comfortably rely on having well-respected products and services. We live in a business world full of disruption.

Retail 74

Retail 2005 2009 2013 74

Middlesex Consulting

MAY 31, 2015

Anil and I are members of the Customer Value Creation International Communications and Technology Committee. 2) About two years ago I co-authored an article in SupportIndustry.com about the six sources of B2B customer expectations. We tend to forget that B2B prospects are not some faceless anonymous departments. Sounds familiar?

B2C 60

B2C B2B Magazine Competitive Advantage 60