Best Practices & How-Tos
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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
by Patricia SeyboldLet 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. -
We’ll Get Back to You
Callback Technology Can Give Customers Back the Time They Spend Waiting to Talk to You
by Ronni MarshakWe 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. -
Do You See What I See?
Why Customer Service Reps Need to Be Able to Access What Customers Actually Saw
by Ronni MarshakWhen 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? -
The Customer Revolution Is Coming Back!
Customers Are on the Cusp of Retaking Control Over the Big Things that Impact Their Lives
by Patricia SeyboldThe 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. -
Customer Service Supplier and Product Update 1Q2014
1Q2014 Quarterly Overview: Renewed Focus on Customer Service Integration
by Mitchell KramerOur 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. -
Customer Journey Mapping
How to Ensure that Your Customer Experience Journey Map Reflects Your Customers’ Scenarios
by Patricia SeyboldHere’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. -
Do’s and Don’ts of Telephone Support
Making It Easy to Navigate through IVR Hell and Get a Positive Telephone Support Experience
by Ronni MarshakThink 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? -
Can a Contest Improve the “Production of Health”?
How Esther Dyson Is Using the Way to Wellville Challenge to Promote Collaborative Innovation
by Patricia SeyboldThe 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. -
Culture Nurtures Innovation at Luck Stone
How Values-Based Leadership Fosters Innovation in a 90-Year Old Company
by Patricia SeyboldLuck 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. -
Inconsistent Customer Service Information from Bank of America
Four Different CSRs; Four Different Responses
by Ronni MarshakTrying 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! -
Leading an “Issues and Vision” Discussion with CAB Participants
Tips for Gaining a Lot of Customer Context in a Short Time
by Patricia Seybold, Ronni MarshakWant to kick off a Customer Advisory Board session the right way? Start by leading an Issues and Vision Discussion to surface customer issues and to create a bonding experience that will result in a thoughtful and successful CAB meeting. -
Where Are Your Clouds? Location Matters!
Why Your Customer Data Belongs in the Cloud and Why You Need to Control Jurisdiction
by Patricia SeyboldCompanies of all sizes are taking advantage of cloud computing. A lot of customer information is hosted in clouds. But personally identifiable information needs to be housed in the customer’s home country. Customer clouds should be country-specific. -
Customer Service Supplier and Product Update 4Q2013
4Q2013 Was a Good Quarter for Customer Service
by Mitchell Kramer4Q2013 was a good quarter for customer service for suppliers Clarabridge, Creative Virtual, eGain, IntelliResponse, KANA, Moxie, Next IT, Nuance, Oracle, and Salesforce.com. Verint acquired KANA in the 4th quarter of 2013. -
Assessing Customer Experience from the Outside In
What Are Your Customer Experience Vital Signs?
by Andrew SpanyiTo truly achieve a customer-centric focus, you must look from the outside-in. Consultant Andrew Spanyi says you must focus on measuring what matters to customers and link those metrics to the processes you monitor. -
Interviewing End-Customers
Tips and Sample Questionnaires
by Ronni MarshakInterviewing customers is the best way to understand what they do, what they need, and what they care about. But effective interviewing is an art and a skill to be nurtured. Here are tips and samples to help you get the most out of customer interviews. -
How to Use VOC to Create Fitness Fans for Life
Blair McHaney Uses Daily VOC to Improve Customer Experience and Front-Line Engagement at Gold’s Gyms in Washington
by Ronni Marshak, Blair McHaneyMeet visionary customer advocate Blair McHaney. He uses customer metrics and methods in daily operation, leveraging a customer-centric culture and Medallia VOC software. -
Why Chaos Is Important for Innovation
How an Organization, Group, or Individual Can Foster Innovation
by Patricia SeyboldThis book, The Chaos Imperative by Ori Brafman and Judah Pollack, is a must read for anyone who wants to maximize his/her brain power. It will help you, and your team, create the conditions for innovation to occur. -
Recovering from the Crisis of Missed Holiday Deliveries
How Well Are Etailers and Shippers Dealing with Customers’ Anger?
by Ronni MarshakWith so many packages not delivered in time for the holidays, etailers and delivery companies had a lot of explaining to do and apologies to make. What can be done to avoid this type of customer experience disaster next holiday season? -
My 2013 Holiday Customer Experience Heroes
Lessons to be Learned from Customer Support at Small Companies: Standing Stone Farms and Geoff & Drew’s
by Ronni MarshakSmall businesses often provide the best customer experience because they offer a personal experience. What can your organization learn from these small companies? -
Next IT Alme
Virtual Agents that Can Answer Complex Questions in Any Language
by Mitchell KramerAlme (All me) is the virtual agent product from Next IT. Use Alme to deploy virtual agents on web and mobile channels. Its virtual agents can deliver answers in any language, can speak answers, and can integrate application data into their answers.
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