Tag Archives | Strategy

Customer Effort Should = 1

I just came back from a company speaking event (yes, one which pays my pay check) where I talked about orchestrating customer engagements.(see link below) Which is a smart way of saying just make life simpler for your customers and they might just stay your customers for that bit longer. It really is a big […]

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Situational Awareness in Customer Service (Russel Lolacher The Upsell)

http://traffic.libsyn.com/cx404/CX404_Ep.004_Russel_Lolacher.mp3 Podcast: Play in new window | Download (34.2MB) Russel Lolacher and I have a similar illness, we see every interaction people have with companies and think about how it could have been done differently or better. Sometimes, we are surprised at what we see. A previous girlfriend got tired of listening to his analysis […]

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The Keys to Satisfied Customers. The Sufferfest’s David McQuillen

http://traffic.libsyn.com/cx404/CX404_Ep.003_-_David_McQuillen_Keys_to_Satisfied_Customers.mp3 Podcast: Play in new window | Download (Duration: 23:39 — 23.8MB) The role of customer experience design in satisfying customers CX404 was very excited to have a chance to speak to David McQuillen as he has almost 18 years in customer experience. He spent many years at Credit Suisse in Europe and more recently […]

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Facebook stealing service away from Twitter?

Some new data came out this week from Socialbakers showing that the number of questions being asked on Facebook to brands has increased 26% in 6 months. So, what does this mean? Are people finding the fluid stream of Twitter less than comforting or helpful, or is Twitter too slow? Integrate don’t innovate when servicing customers

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