ijgolding
AUGUST 20, 2017
Looking back through my articles over the last few months, a great number have made the connection between strong, customer centric leadership and the ability to drive an effective and sustainable approach to Customer Experience. It is no secret that I am a huge admirer of Jeff Bezos, the founder of Amazon – in May I wrote an article explaining why.
Customer Experience Matters
AUGUST 20, 2017
I’m sorry about this somewhat political post (you can stop reading it now if you like), but I feel as though we all have a responsibility to speak up. I’ve become saddened by the apparent rise of hate across the U.S. Instead of embracing the strength of our diversity, our country seems to be giving rise to hateful rhetoric and policies that target minority groups.
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Amity
AUGUST 20, 2017
Software as a Service or SaaS is a different beast compared to other technology products or services. Unlike any other service, there is an always-on connection between the providers and the customers. In addition, SaaS customers are pretty well-informed and are usually technology experts as well. The ordinary sales approach will not work well because the information that the salesperson can provide can easily be accessed by the prospective customer.
Mindtouch
AUGUST 20, 2017
Customer loyalty isn’t something that you deserve as a business owner. But it is something you can earn. The minute you start expecting loyalty is right when you’ll lose your biggest supporters. The good news is that there’s been a revival of support for Main Street. So, if you have a local presence (a brick and mortar location, for example) and you’re in the right city, you might have an edge.
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Amity
AUGUST 20, 2017
Software as a Service or SaaS is a different beast compared to other technology products or services. Unlike any other service, there is an always-on connection between the providers and the customers. In addition, SaaS customers are pretty well-informed and are usually technology experts as well. The ordinary sales approach will not work well because the information that the salesperson can provide can easily be accessed by the prospective customer.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
BetterXperience
AUGUST 20, 2017
I asked an executive if his son would be considering a job in his own call center from the look on his face, you would think I was suggesting his son take a job with ISIS! He was completely disgusted with the question. I don’t completely blame him, the job sucked when I first did it in the 90s and it hasn’t changed for the better since. It doesn’t have to be this way though.
Mindtouch
AUGUST 20, 2017
The customer relationship has evolved, and so have its key performance indicators (KPIs). Things that used to be considered cost drivers, such as customer service and support, are now viewed as a potential revenue generators. Done right, that is. That’s because the new customer relationship calls for more intense focus on the ways we help make our customers successful throughout the entire customer journey.
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