Once a popular buzzword, customer satisfaction has become a standard in defining business operations and one that requires measurement and adjustment of platforms and processes. In fact, not measuring customer satisfaction to identify and implement improvement opportunities is akin to throwing away revenue.
The tendency for …
Most businesses – at least those that are serious about being competitive – have made the customer experience a key priority. Many are taking the concept of unified communications to the next level, integrating it into the customer engagement workflow to create a unified customer …
Customer experience has, for decades, been the domain of the customer service reps tasked with resolving customer problems when they dial into a call center. That’s changing, though. The modern contact center is still the leader in a mission to deliver a positive customer experience, …
Last week, a popular grocery store in the southeastern United States made national news over a cake order. A proud mother used the online ordering system to request a custom cake. The cake was supposed to read: “Congrats Jacob! Summa Cum Laude class of 2018.” …
This week, my daughter is graduating. As her “full-time job” of attending high school comes to an end, she’s planning the next chapter of her life. She has been working part-time for the last several months as a sous chef at a trendy café. Over …
I’m lucky enough to live in a warm part of the country. Thanks to a certain mouse, it’s a convention and meeting mecca. This time of year is especially popular for companies in the Midwest who are in the midst of a never-ending winter. A …
Last week, in the wake of the Cambridge Analytica scandal several companies and celebrities, including SpaceX, Playboy, Will Farrell and Cher left Facebook. Meanwhile, Facebook put a temporary pause on its app review process for new Messenger chatbots. Which means developers are currently unable to …
Confession: I don’t like to talk on the phone. I’m not alone. In fact, Aspect’s 2017 Customer Experience Index contact with customer service via talking to a live agent has declined 10% in the past 2 years.
Picking up the phone started to wind down for …
I recently read a news story about Fabio. No, not the Fabio famous for steamy romance novel covers and more recently hustling imitation butter. This Fabio is a robot who was recently fired from a grocery store for failing to assist customers.
Fabio was unable to …
When I was in high school, a fellow student was bragging about teaching herself to juggle. She was explaining to a group of people how difficult it was and how not a lot of people can do it. I listened intently while wondering to myself …
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