The Last Word: Customer Solutions Profit Ideas

Staying afloat duing hard economic times demands creativiety on many fronts - and making sure the customer’s experience is better than ever.

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 [...]