ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Lynn Hunsaker.

CRM 66

CRM Customer Care Customer Experience Customer advocacy 66

Connecting the Dots

JULY 27, 2020

A little more than forty years ago, the marketplace was very different from todays, with little to no attention paid to customer care and complaint resolution. All this led to the White House Office of Consumer Affairs contracting with us to research and pursue improvements in complaint handling and customer care.

Customer Care 62

Customer Care Complaint resolution Government Education 62

Connecting the Dots

APRIL 16, 2021

Quality and customer service have become closely allied under the umbrella of Customer Experience and Customer Experience Strategy. Starting as complaint resolution, customer service has evolved into customer experience, which now focuses on the end-to-end customer journey.

Customer Experience 62

Customer Experience Complaint resolution Benchmark Metrics 62

HGS

MAY 27, 2015

In a recent article, Vicki Jenkins , principal analyst at Nelson Hall, referenced how HGS’s Customer Excellence Centre London is delivering customized customer support programs capitalizing on location and demographic advantages. Transactional to Consultative. Here are a few of the underlying trends that we are seeing.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100