I love seeing research stating that customer loyalty is being built on websites. Finally, companies are starting to exploit the value of this powerful sales, communications and relationship channel. Internet customer experience management is coming of age!
Companies need to think of delivering the best customer experience online as something they can control. After all, [...]
We have all done it – called a company and realized that we are talking to someone thousand of miles away. Overseas call centers have us doing business often with little knowledge of the distance or potential disconnect with the company we are engaging with.
Unfortunately, there are too many examples of companies [...]
In my previous post, I offered some tips on how companies that enjoy successful customer experience/customer service reputations in “classic” or traditional modalities can extend that to also develop an outstanding customer experience in their online properties.
Now I want to go beyond this list of basics and suggest that a really great online experience [...]
Have you ever wondered why high-touch retailers or businesses haven’t found the best ways to translate their in-person high touch experience to their online customer experience?
A lot has been recently written by industry experts on this subject. Conference agendas are being dedicated to this issue. Industry advisors are correctly recommending that [...]
Smart companies realize that in a customer-service dependent environment it is critical to understand what the employees are thinking, believing and feeling. Taking a pulse on that and understanding how it relates to customer satisfaction provide a critical link to improved results. Companies such as Abbott Laboratories, American Express and Washington Mutual stay on top [...]
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