NYC | Customer Service Experience Conference

Tomorrow (Aug. 20th) I’ll be speaking at the Customer Service Experience Conference in NYC. Keith Dawson from Ovum and I will be discussing how to get high-insight, accurate feedback from customers. We’ll talk about customer satisfaction surveys, customer interviews, and a few other techniques. Attend and start improving the customer experience now! In the meantime, learn […]

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Why David Segal got Corporate-Speak & Our Authentic Answer.

This past Sunday, The Haggler, David Segal (“Halving the Portion, but Not the Price.” New York Times, June 23, 2013) wrote about how companies protect their profits by reducing package volume while charging the same amount. In other words, 8 ounces of chocolate that were $2.89 are now 4 ounces, but the price is almost […]

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Improve Customer Service | The Proven Plan

5 Steps That Will Improve Customer Service: Decide what you will add. To impact loyalty and sales, satisfaction isn’t enough. Catalogue your interactions completely. Customers are different. The bane of customer service is sameness thinking. Define your evaluation criteria precisely. You can’t manage what you don’t measure. Report your results frequently. Ongoing feedback—it’s key to […]

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Here’s Why U.P.S. Failed the Top Haggler

David Segal’s “The Haggler” column in the 2/12/12 edition of The New York Times covered a few horror stories about U.P.S., all of which had one thing in common: a customer’s package was lost, and U.P.S.’s customer service was useless. The haggler conservatively estimated that if U.P.S. is truly exceptional at keeping track of packages […]

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You Responded, But Did You Answer the Question?

Customer service boils down to a simple give and take: customers have questions or problems and companies provide answers. It’s pretty straightforward. But all too often, customers are left befuddled, scratching their heads and wondering: “What did they mean? Were they listening? What do I do now?” Transparency and authenticity are the buzzwords of business. So […]

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CEx 2012: Nail Email!

The biggest challenge for the customer experience in 2012 will be to make customer service emails work.  I am not talking about simply sending responses in a timely manner, although that’s a good start. Rather, it’s time for companies to step up and provide thoughtful answers to customers’ questions, answers that show the company and […]

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Branding Customer Touchpoints: Why Most Companies Aren’t Cutting it

With the dramatic success of startups like Dropbox, Groupon and Twitter, many people are wondering, what’s their secret? Forrester’s Kerry Bodine took note of one innovative approach shared by all three companies: these newer companies seek to actively brand and engage customer feelings at even minor customer touchpoints such as the confirmation email, bill, etc. […]

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Unstructured Data Needs an Unstructured Approach

We heard a great webinar from Bruce Tempkin at CXPA yesterday about how to gain customer insights from unstructured data.  Bruce addressed the cavernous disconnect between limited, multiple-choice responses and the reality of complex customer thoughts and feelings. Here’s what we would add: when dealing with unstructured data (call recordings, free-form response cards, social media posts, etc.), it’s essential […]

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