by Colin Shaw | Dec 7, 2017 | Blogs, Customer Experience
Small changes, or nudges, having a big impact on people’s behavior is one that everyone in the behavioral economic community supports and heralds as the latest great idea. However, this great idea isn’t working for everyone. In particular, nudges don’t seem to...
by Michael Lowenstein | Dec 6, 2017 | Blogs, Customer Experience
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.”...
by Colin Shaw | Dec 6, 2017 | Blogs, Customer Experience
A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. Chances are your call center employees feel the same way—especially if you train like most...
by Colin Shaw | Dec 5, 2017 | Blogs, Customer Experience
I have two internet service providers, one at my home in Florida and one at my home in the U.K. Both have dragged me through long bouts of customer service purgatory, with missed appointments, lousy modems and just a general “we don’t care about you” mentality. So...
by Michael Lowenstein | Nov 29, 2017 | Blogs, Customer Experience
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy,...
by Colin Shaw | Nov 28, 2017 | Blogs, Customer Experience
Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Doing it, however, flummoxes them. Not all companies have this problem though. Those that have excellent...
