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How Customers Want to Get Their Products Fixed and Problems Resolved
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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
by Ronni MarshakWhat 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! -
When Comcast Insults Customers
Who’s to Blame?
by Ronni MarshakWhen 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! -
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! -
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My Most Recent Favorite Customer Experience Practices
by Ronni MarshakGo 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. -
Robocalls: Annoying and Illegal
Avoid This Customer-Unfriendly Practice Except for Appointment Reminders
by Ronni MarshakSo, 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? -
Gimme That Old Time Customer Service
A Little Special Attention Can Entice New Customers
by Ronni MarshakEven 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! -
SDL BeGlobal 1.1
Real-Time, Automated Translation for Knowledgebase Content
by Mitchell KramerSDL 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. -
Use Your Words
Although Pictorial Instructions Avoid Localization Issues, Some of Us Don’t Respond Well to Diagrams
by Ronni MarshakPeople 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. -
Comparing Deployment Options for CX Apps
On-Premise, Hosted Single-Tenant, and Hosted Multi-Tenant
by Mitchell KramerHosted 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. -
Framework for Evaluating Cross-Channel, Cross-Lifecycle Customer Service Products
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by Mitchell KramerThis report presents our framework for evaluating cross-channel, cross-lifecycle customer service products. -
Going! Going! Gone?
Will Customer Service and Software Problems Topple Internet Auction Leader eBay?
by Robert Eugene SheltonAlthough 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. -
High Tech Companies Grade themselves on the Quality of Customer Experience they Offer
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by Susan AldrichHow 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.
