Personalized Customer Communication
Turn Your Customer Support Portal into a Self-Service Engine
January 12 by CCW DigitalWhat if your Salesforce Community provided fast access to all of the answers your members need, wherever that content resides? Now, what if your Salesforce Community could actually...
Amazon's Mayday Button: Why Customer Service Needs a Human Touch
December 19 by CCW Digital EditorIt might be one feature offered by one company, but the "Mayday" button on Amazon's Kindle Fire speaks to an essential ingredient in today's customer experiences: human interaction. On the surface...
Quick Hits: Starbucks on Creating an Adaptive Customer Experience Culture
December 05 by Customer Management IQWe often stress the importance of developing a customer-centric culture, but what happens when the culture of a customer base is inconsistent? This challenge, a pressing one for any global busines...
Be Like Southwest: Master Speed in Your Customer Service Experience
November 18 by John TschohlOf the many tools and tactics a company can use to improve the customer experience, speed is the most overlooked. That is unfortunate because a major factor in creating a positive customer experienc...
4 Options for Handling Rude Customers
November 05 by Brian CantorTwo distinct customers. Two distinct restaurant experiences. One common attitude. Suggesting the universe conspired to make me regret saying a customer’s demeanor should not impact the...
5 Reasons Customers Hate Calling Support (And One Really Bad Excuse)
October 29 by Brian CantorIts intensity might not rival that professed in a comedic article by CRM professional John Burton, but the notion is absolutely real. For some customers, 15%, in fact, the prospect of interacting...
How Ask.com Revolutionized its Customer Experience
October 29 by Shawn SiegelBorn on the Internet, Ask.com inhabits a medium notorious for attracting complaints and fostering lofty customer service expectations. In order to meet the escalating demands of its growing, vocal a...
Engaging & Selling to Customers: It's Not What You Say But How You Say It
October 23 by Mitchell OsakThe axiom "It’s not what you say but how you say it," is as relevant for B2B sales as it is for fostering strong personal relationships. New research published in the Harvard Business Review...
Stop Putting Words in Your Customers' Mouths
October 18 by Customer Contact WeekBusinesses all over the globe are working to create a distinctive customer experience, but many of them are missing a fundamental piece of the puzzle: they don’t really know what customers wan...
How Personal is Your Contact Center?
October 14 by CCW DigitalHow many times have your loyal customers become frustrated having been asked to repeat their information? Or had to explain their special situation or circumstances every time they call? Today&rsquo...
AT&T – The 10 Ways You Failed Me
October 14 by Tripp BabbittReal service situations create opportunities to see organizations in action. Recently, I had an encounter with AT&T Uverse, my service provider for phone, internet and television. Documenting thes...
When it Comes to Customer Service, Can't Ain't a Word
October 03 by Brian CantorBeing the generous, forward-thinking guy that I am, I do not call customer service departments for the sole purpose of complaining. When I bring an issue to a business’ doorstep, I always pro...