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For most businesses, improving customer service is a constant aim, as it is one area where they can separate themselves from competitors. It is, therefore, little wonder that many company bosses invest heavily in their
Managing time and workload will be the biggest challenge that customer support professionals face in 2016. With the rise of multichannel support, there’s a risk that support professionals will burn out if they don’t take
Employee engagement is a key driver in delivering great customer experiences. Without a dedicated and engaged workforce, customer complaints increase, loyalty decreases, and the company is less successful. And while it’s of course critically important
It’s important to have rules. There is no doubt about that. In any organization, we need processes and rules to help establish what the expectations are. But having a list of rules without connecting them
Customer service. It used to be a specific thing. It was the desk with the curvy cursive letters above it in the grocery store. Then it evolved into the toll-free number for issues with package
It was a privilege to present at the recent Next Generation Patient Experience conference. I had never attended a conference solely focused on healthcare, so I learned a lot about what innovative healthcare systems are
It’s the time of year we do our best to be grateful. In the United States, we typically do this in part with a turkey dinner and family time in honor of Thanksgiving. But
by Marti Konstant 1. Fall in love with the problem, not the solution. The mantra among leaders of the software company Intuit is to fall in love with the problem, not the solution. Suzanne Pellican,
Your customers are already evaluating the experience you are delivering. And they’re making decisions because of it. 89% of customers will decide based on customer experience in 2016. How can you create a better customer experience
The ideal customer journey is so tempting. It’s so magical to start designing the beautiful, happy day journey for our customers. On their best day, they fall in love with our products, they get excited
