Should Contact Center Leaders Create a Customer Journey Map?
Before you invest in creating a customer journey map, there are a few questions you should ask yourself.
Should Contact Center Leaders Create a Customer Journey Map? Read More »
Customer Support
Customer Support is an Investment, Not an Expense
When we treat customer support as a cost center rather than an investment in customer retention, we set in motion a long chain of consequences that ends in customer churn and lost revenue.
Customer Support is an Investment, Not an Expense Read More »
The Metrics Obsession that’s Killing the Customer Experience
We’re obsessed with metrics. We have a greater capability to measure business performance than ever before. But is the customer experience getting any better?
The Metrics Obsession that’s Killing the Customer Experience Read More »
9 Customer Support Survey Practices for More Responses and Tastier Insights
Let’s stop bombarding customers with boring customer support surveys that make them want to hurl their computers off a tall building and never check email again.
9 Customer Support Survey Practices for More Responses and Tastier Insights Read More »
How to Design Support Services that Customers Actually Value
By researching the customer’s perception of service value, you can understand which service elements to invest in – and which to scale back.
How to Design Support Services that Customers Actually Value Read More »
The Work Week is Not Obsolete. Here’s Why.
The work week is not obsolete, because business is not about the work itself – it’s about serving customers.
The Work Week is Not Obsolete. Here’s Why. Read More »
Crisis Communication Template – 7 Customer Questions and How to Answer Them
When the servers are down, the building is on fire, or your workforce is quarantined for a global pandemic, customers need information. Don’t scramble to structure an effective message during an emergency. Use this crisis communication template to answer the seven questions your customers are asking.
Crisis Communication Template – 7 Customer Questions and How to Answer Them Read More »