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Despite these channels and other technological advances, it's not clear whether sophisticated support capabilities will be enough to improve lagging customer service rates. According to Dimension Data, 70 percent of executives recognize customer service as a competitive differentiator, yet customer service satisfaction levels have dropped for four consecutive years.
"In this issue of the Customer Strategist, we examine where customer service has been, and where we're headed. From culture and mindset to mobile apps and even virtual reality, there are many areas of service that are ripe for improvement," said
The Customer Service Experience – Make it Easy: Rising customer expectations are pushing companies to deliver better and more intelligent service with better technology.
Simply Put Your Mind to It: A customer-focused workforce at all levels of the organization enables exceptional performance.
Seven Customer Service #Fails That Yield Insights: What looks like a mistake today could lead to a breakthrough tomorrow.
Customer Experience Moments of Wow: What makes experiences stand out as wow moments for consumers and employees, and the strategies behind them?
Other articles include how app-only
Available online, in print or via mobile device, Customer Strategist is published quarterly and provides executives with insights that lead to innovative strategies for building more profitable customer relationships. It facilitates learning and action by presenting the most progressive thought leadership and providing access to the proprietary methodologies of