Articles

  • Are Your Daily Deal Customers Just One-Night Stands?

    How Might You Convert Them to Loyal, Repeat Customers?

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    Merchants who invest in daily deal discounts to court new customers need to follow up with planned marketing campaigns or the new customers might just be a “one-night stand.”
    Jul. 31, 2014
    All Members
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  • Apple/IBM Enterprise MobileFirst Partnership

    Will Enterprise IT Execs & Mobile App Developers Embrace IBM’s MobileFirst iOS Offerings?

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    This partnership to support mobile devices and apps in the enterprise is significant.  IBM will sell, support, and manage iDevices and apps that can integrate into back-end systems.
    Jul. 24, 2014
    Strategies
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  • 10 Characteristics of Customer-Centric Execs

    How Many Do You Embody?

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    Here are 10 characteristics that every customer-centric executive should demonstrate. They range from having a customer vision to monitoring what matters to customers. How well do you stack up?
    Jul. 17, 2014
    All Members
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  • Ten Steps that May Save (or Improve) Your Life

    Prepare Now to Engage as a Patient and/or Advocate for Someone You Love

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    Let Patients Help! by Dave deBronkart with Dr. Danny Sands is a valuable patient engagement handbook. This little book should be a key resource for you and your family. You’ll learn about important steps in taking charge of your own health.
    Jul. 10, 2014
    All Members
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  • IBM Watson Engagement Advisor

    Addressing Customer Support Using Cognitive Technology

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    Through its use of cognitive technology, IBM Watson Engagement Advisor is an innovative and visionary virtual assisted-service offering, an offering that can (almost) think and learn.
    Jul. 10, 2014
    Technologies
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  • We’ll Get Back to You

    Callback Technology Can Give Customers Back the Time They Spend Waiting to Talk to You

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    We all hate waiting on hold. With automated callback technology, we may never have to again! But you have to make sure that you manage your implementation well so customers are never stuck waiting for a call that never comes.
    Jul. 3, 2014
    Strategies
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  • How Amazon’s Fire Phone Enhances Its Customer Ecosystem

    Firefly Lets You Manage the “Internet of Things”

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    Amazon’s Fire Phone is a significant boost to Amazon’s customer ecosystem. Mayday—24x7 customer service on your phone—sets a new bar. Firefly—identify an object and take actions—puts control of the “Internet of Things” in Fire users’ hands.
    Jun. 27, 2014
    All Members
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  • Do You See What I See?

    Why Customer Service Reps Need to Be Able to Access What Customers Actually Saw

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    When customers can see information within their account pages on your website that your support agents can’t see, how can they trust your CSRs to really help when there are problems?
    Jun. 19, 2014
    All Members
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  • The Customer Revolution Is Coming Back!

    Customers Are on the Cusp of Retaking Control Over the Big Things that Impact Their Lives

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    The next customer revolution is upon us. We will regain control of things that matter most in our lives: our government, our financial well-being, our health, our jobs, our privacy, and our access to the Internet.
    Jun. 12, 2014
    All Members
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  • Customer Service Supplier and Product Update 1Q2014

    1Q2014 Quarterly Overview: Renewed Focus on Customer Service Integration

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    Our review of customer service suppliers in Q1 2014 pinpointed a renewed focus on customer service integration. Integration of all customer-impacting information expands and streamlines the customer service experience.
    Jun. 5, 2014
    Strategies
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  • Getting the Desired Outcome Right

    Citizens Bank Did a Good Job Selling a Prospect, but Couldn’t Meet the Ultimate Goal

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    Do you consider a prospective customer’s scenario when pitching them? Do you understand the desired outcome, the priorities, and the emotional concerns they have? If you do, you can sell much more effectively.
    May. 29, 2014
    All Members
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  • Customer Journey Mapping

    How to Ensure that Your Customer Experience Journey Map Reflects Your Customers’ Scenarios

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    Here’s how to create a Customer Experience Journey Map. Map the ideal experience for key customer segments. Identify the customers’ Moments of Truth in each Customer Scenario. Combine these as the backbone of your end-to-end customer journey.
    May. 23, 2014
    All Members
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  • Do’s and Don’ts of Telephone Support

    Making It Easy to Navigate through IVR Hell and Get a Positive Telephone Support Experience

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    Think you provide great customer service? When did you last check out what your customers experience when they call your support line? Are they stuck in an infinite IVR loop? And, when they get to a real person, are their issues resolved?
    May. 15, 2014
    All Members
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  • Clarabridge 6.1

    Social Customer Service with Powerful Monitoring and Filtering, Deep Analysis, and Alert-Driven Customer Interaction

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    Clarabridge Analyze and Clarabridge Act monitor and analyze customer conversations on internal and social channels and provide mechanisms to interact with customers. Filtering, analysis, and classification are the strengths. Read our in-depth evaluation.
    May. 9, 2014
    Technologies
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  • Can a Contest Improve the “Production of Health”?

    How Esther Dyson Is Using the Way to Wellville Challenge to Promote Collaborative Innovation

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    The Way to Wellville is a community health innovation contest among five communities in the U.S. The towns will have five years to dramatically improve health outcomes by focusing on the determinants of health, rather than on the treatment of disease.
    May. 9, 2014
    All Members
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  • Amazon Covers the “Last Mile”

    Can the Etailer Improve on UPS, et al. to Create a Customer-Delighting Delivery Service?

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    Amazon will deliver packages the “Last Mile.” How can they improve on what UPS, FedEx, and the USPS are doing to delight customers?
    May. 1, 2014
    Strategies
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  • Culture Nurtures Innovation at Luck Stone

    How Values-Based Leadership Fosters Innovation in a 90-Year Old Company

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    Luck Stone is a 90-year-old rock quarrying business that has embraced values-based leadership. With a history of innovation when it comes to mining operations, now the family business is focusing on customer-inspired innovation.
    Apr. 25, 2014
    Strategies
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  • Personalized Answers to Customers’ Questions

    Creative Virtual V-Person Is the First Virtual Agent to Provide Personalization

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    V-Person is Creative Virtual’s virtual agent offering. It can deliver personalized answers to customers’ questions on web, mobile (text and voice), social, and IVR channels.
    Apr. 25, 2014
    Technologies
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  • Inconsistent Customer Service Information from Bank of America

    Four Different CSRs; Four Different Responses

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    Trying to sign up to automatically pay my new Bank of America credit card balance each month turned into a long, frustrating mess because of inconsistent processes and the fact that not all CSRs knew what could be done!
    Apr. 17, 2014
    All Members
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  • 25 Years of Training Young Innovators

    Your Next Hires? FIRST Inspires Young People to Invent and Innovate in Team Co-Opetition

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    FIRST is a nonprofit that offers a proven approach to team-based innovation. Its innovation framework has been refined over 25 years, with kids from 6 to 18, from 80 countries. Why not try it in your organization?
    Apr. 10, 2014
    All Members
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