People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Parature is a research...
This post was originally published at http://customerthink.com/study-social-customer-service-not-the-answer-to-consumer-satisfaction/ on May 15, 2014. A new US study by Parature (recently acquired by Microsoft) found social media not a significant factor in customer...
Over the years I have learnt that telling stories is a very powerful way articulating something complex and moreover getting people to understand your point of view. Our regular readers know that we believe a Customer Experience is not just about price or the product,...
As I line up to board the Delta flight from my home town of Sarasota, FL the announcement is made for all Diamond, Gold & Silver Customers to please board. At this point 75% of the people move towards the gate! It is crazy and something has to change. Well it has....
Almost all companies have insight departments that statistically model the drivers and destroyers of consumer behaviour. Yet this predictive modelling is flawed as it assumes that what customers react to today in terms of their drivers to buy are the same as what...
Have you got problems finding a common language and cooperation from people around the organisation for customer experience initiatives? Aren’t people usually supportive on words … until you actually ask them to do something? Research we did in 2012 amongst customer...
