ijgolding
DECEMBER 2, 2015
Almighty Chief Strategy Officer Ian Fitzpatrick recently wrote and published the white paper, “Hearts, Then Charts,” which offers a practical framework for aligning organizations with their customers to create a customer-centric culture. You can view and download the full White Paper here. Bean and OxFam.
Beyond Philosophy
AUGUST 17, 2015
As customer experience consultants who focus on the emotional elements of service and product customer experience and value delivery, we are often asked about the behavioral role of tangible, rational, and functional elements of value and experience. The stats on this, and their behavioral impact, are well known. Michael Lowenstein, Ph.D.,
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ShepHyken
NOVEMBER 24, 2017
technical, account, and payment issues first, followed by more minor concerns—and assign tickets to them. Take a look, for example, at Microsoft’s official Xbox Support Twitter account. You can also see if there have been previous interactions with the same customers, and how those were resolved, which could save you even more time.
Callminer
JULY 22, 2020
Regardless of the grounds on which your employee was let go, it is important to consult with an attorney before giving anyone an employment termination letter. For information on reducing employee churn at your call center, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition.
Beyond Philosophy
SEPTEMBER 6, 2016
Marketing consultant and author Robert Tucker has stated, “Companies are often so concerned about attracting new customers that they denigrate their unique value proposition to loyal customers.” But, as researchers and consultants, we had better be prepared to help acquisition-oriented and acquisition-obsessed companies in the real world.
inmoment
JULY 6, 2020
As we outline in our recent white paper on this subject, Five Predictions About The Future of Retail Banking , retail banking brands can achieve this goal by asking the right questions. Specifically, retail banks must discover which transactions could have taken place and what accounts might have opened were it not for the Coronavirus.
Beyond Philosophy
OCTOBER 11, 2019
Every department within the entire organization had a direct or indirect impact on Customer Experience, from the technical service technicians that worked with customers to Accounts Receivable to Logistics. If you want to read more about RICOH Canada, please download our White Paper Case Study on their performance.
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