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How to Keep a Customer Service Program Alive

I have spoken with several clients over the past few weeks about how to “keep their customer service improvement process” moving forward and alive.  They have been at it for several years and performance has plateaued.  What were my ideas on getting new life into the program? 

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Keeping the Experience Alive and Vital

Many companies have had a formal customer experience program in place for many years. They have accumulated thousands, and in some cases, hundreds of thousands of interviews. Employees have completed training, and new technologies have been implemented to improve the customer experience. Among our long-time clients, all have a customer experience that is superior to what it was in the past. As I work with these clients, I have had several discussions about how to keep their program both fresh and effective. I want to outline some suggestions that can help keep the feedback component of your program alive and well:

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Rethinking Risk in Customer Experience Improvement

Over the past few years, we undertook rewriting a major part of our customer portal software to make it easier to use. 

It took a lot of time, money, nights and weekends, and we ran into our fair share of bugs and headaches along the way.

After we had launched the update, I thought “rewrites aren’t for the risk averse!”

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