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    Who’s to Blame?

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    When customers are treated badly by customer service, something is wrong. But just where does the buck stop? With the CSR? With the company and its priorities and policies? With the customer? There is probably enough blame to pass around!
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  • How Customers Want to Buy More of Your Products

    Identifying and Measuring the Key Moments of Truth in Reorder/Renew/Replenish Customer Scenario® Patterns

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    What happens when a customer runs out of the needed product he gets from you; or a values service expires? There is a common set of action that customers want to happen to reorder and ensure that they never run out again. Learn more about this customer scenario pattern!
    Nov. 6, 2014
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  • How Customers Want to Get Their Products Fixed and Problems Resolved

    Identifying and Measuring the Key Moments of Truth in "Break/Fix" Customer Scenario® Patterns

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    When something breaks, customers want it fixed! And they want a common set of actions. Learn about this customer scenario pattern.
    Sep. 18, 2014
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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!
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  • How to Offer a Little Extra to Delight Customers

    My Most Recent Favorite Customer Experience Practices

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    Go beyond good – surprise and delight people with unexpected customer service. See examples from Amazon.com, Trader Joe’s, CVS, and BoltBus, with extrapolations for B2B organizations.
    Feb. 19, 2014
    All Members
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  • Robocalls: Annoying and Illegal

    Avoid This Customer-Unfriendly Practice Except for Appointment Reminders

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    So, how annoying are those automated marketing calls that interrupt you at dinner time? And they aren’t only annoying, they’re illegal. Still robocalling, as it is called, is proliferating. What can you do about it?
    Nov. 14, 2013
    All Members
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  • Gimme That Old Time Customer Service

    A Little Special Attention Can Entice New Customers

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    Even if your product or service is better than the next guy’s, poor customer experience can lose customers. Remember the importance of the personal touch!
    Nov. 1, 2013
    All Members
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  • SDL BeGlobal 1.1

    Real-Time, Automated Translation for Knowledgebase Content

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    SDL BeGlobal 1.1 from SDL plc is a content translation platform that provides cloud-based, automated, real-time translation between 85 pairs of source and target languages. Learn how you might use the product to localize your customer service content.
    May. 12, 2011
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  • Use Your Words

    Although Pictorial Instructions Avoid Localization Issues, Some of Us Don’t Respond Well to Diagrams

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    People comprehend information in different ways, be it verbal, visual, or a combo of both. Make sure your communications with customers is easy for all to understand.
    Aug. 19, 2010
    All Members
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  • Comparing Deployment Options for CX Apps

    On-Premise, Hosted Single-Tenant, and Hosted Multi-Tenant

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    Hosted multi-tenant deployments offer huge advantages and benefits over on-premise and hosted single-tenant deployments for CX apps. Read this report to understand how you can capture those advantages and benefits for your CX.
    Oct. 22, 2009
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  • Framework for Evaluating Cross-Channel, Cross-Lifecycle Customer Service Products

    How to Evaluate Solutions That Support a Great End-to-End Customer Experience

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    This report presents our framework for evaluating cross-channel, cross-lifecycle customer service products.
    Sep. 9, 2004
    All Members
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  • Going! Going! Gone?

    Will Customer Service and Software Problems Topple Internet Auction Leader eBay?

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    Although eBay is a phenomenal success in the online auction business, the company seems to be ignoring its primary customers, forcing buggy and time-consuming technology on them.
    May. 22, 2003
    All Members
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  • High Tech Companies Grade themselves on the Quality of Customer Experience they Offer

    Different Results According to Different Roles

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    How you evaluate yourself on how well you provide a Quality of Customer Experience seems to depend on what your role is in your organization. See how executives at high-tech companies rated themselves.
    Sep. 22, 2002
    All Members
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