Blog: Customer Care
Recent Posts
Let’s face it: Performance management typically doesn’t elicit cheers from employees. But what if it did? Letting employees know where they’re falling short is one thing, but...
New decade, new retail. At National Retail Federation (NRF) “Big Show” conference in New York City, business leaders defined what will make for exceptional customer experiences in 2020....
The future of retail is about removing barriers. At NRF 2020, retail partners demonstrated the many ways brands can blend online and offline experiences and combine different data sources to...
2019 was a year of change. Industries reinvented themselves, technology connected us, and politics swept the country. But more importantly we aimed to learn and grow with the world around us. We at...
This decade was shaped by remarkable change. Hypergrowths made buying toothbrushes hip, legacy brands took to Instagram, and the savvy consumer dominated the way we do business. Next year will be...
In the era of the customer, companies are adopting digital initiatives and making changes to established business models, processes, and systems to become customer-centric organizations. But when...
In the 90’s, I worked a number of contact center process improvement projects using Six Sigma. As with many Six Sigma projects, the idea was to come up with a predictive equation for a...
This blog was excerpted from a recent issue of the Customer Strategist Journal. Subscribe today to get the next issue, delivered in January. For most companies, prioritizing the customer experience...
As customer service shifts toward automation and self service, new research from Forrester paints a picture of what the future contact center will look like. The call center as we know it is being...
Credit collection can be a thankless job. And it’s no wonder – it’s tough to ask someone to call people and remind them about the debt they owe. In my 15 years of experience in...