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Journeys, Not Touchpoints

I named this blog CX Journey™ for a reason - to convey that the the customer experience is just that, a journey.What does that mean? It means that, while it's important to look at the individual...

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In the Age of Technology Do People Still Matter?

Why Not Replace People With Technology?In the second half of the 90s I was involved in consulting in the area of shared services. Being a sidekick I got to witness the sales pitch. What was the sales...

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Amazon: Earth’s Most Customer-Centric Company?

Does Amazon deserve the label of ‘Earth’s most customer-centric company’? Before I answer that question, allow me to tell you a little story about a well-known telecommunications company, one whose...

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Why Bother Giving Great Service?

What's it all about? Why is it so important to give great service?Can you believe this is a question that some people still ask? I can't. But the good news is, it presents an opportunity for me to...

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Twitter for Customer Service? These Companies Get It Right

If you follow my blog and my writings (and rantings, and presentations, and panels — if you ever talked to me about this) you know that I am not a big fan of using Twitter for Customer Service.It is...

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Why Is Great Service Hard to Find?

If you're like me, you're probably constantly scratching your head and wondering: "Why is great service so hard to find?"Last week, I wrote about why companies should give a hoot about delivering great...

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Amazon Mayday - Is This the Future of Providing Just in Time Help

This is the first time I have seen the use of video to provide just in time help.I can well see in the longer term this could have a lot of benefits for IT users with limited skills. In the short term...

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Hall of Fame: Waitrose Creates A Delighted Customer

Based on recent experiences I find myself moved to create a ‘Hall of Fame’. And a ‘Hall of Shame’ for well known brands based on how these businesses treat their customers. My commitment is to share...

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Hall of Shame: Bitdefender

What Does It Take To Be Given A Position In The Hall Of Shame?What does it take to be given a position in my Hall Of Shame? It takes more than averageness, indifference and/or mediocrity. For those...

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Customer Service or Lip Service?

In your company, is "customer focus" just a poster on the wall? Or is it a way of doing business? How many times have you walked into an establishment and been bombarded by posters or signs about...

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George Orwell’s Insights Into Customer Service, Customer Experience, and...

What Is The Weak Point Of Many Organisations?In a few days I had grasped the main principles on which the hotel was run …….What keeps a hotel going is the fact that the employees take a genuine pride...

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How To Cause Customer Centricity by Shaping the Work Context (Part 1 of 3)

The ChallengeImagine that you are the CEO of InterLodge. You face a big problem: your share price has been falling for some time. You need to do something to deal with the issues of high costs and low...

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The Baffling Advances of Social Customer Service

I shared with you last week the first of four top-level insights gathered via the research I conduct every year (thanks to the sponsorship of my friends at KANA, a Verint company). If you have not read...

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Four Seasons Hotels Review a Daily "Glitch Report"

This is from the autobiography of Four Seasons founder Isadore Sharp, "Four Seasons: The Story of a Business Philosophy." Four Seasons has an unparalleled reputation for customer service. Next up [in...

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The Emergence of Mobile Customer Service

Continuing the series of blog posts examining the early results of the customer service channels adoption and usage study generously sponsored by KANA, a Verint Company (read the summary here, the...

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Hearing Loss? Denial Doesn’t Work. Trust Me.

Well done AARP in providing advice about hearing loss and well done in engaging Katherine Bouton to write the blog.My hearing is definitely in decline and I can identify with so much that Katherine...

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The Operationalization of Customer Service

Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA, A Verint Company (the summary of...

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The Silent Rise of Chat in Customer Service Adoption

Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA, A Verint Company (the summary of...

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Customer Service: The Forgotten Marketing Channel

Guest Post by Salesforce Canada Considering more than half of consumers would pay more for a better customer experience and that it takes 12 positive customer experiences to make up for one negative...

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Customer Service Research – One More Time!

Yes, it’s that time of the year.The (now) fourth version of this wonderful research on Customer Service Usage and Adoption report is coming back!I know, I know. Hard to contain your excitement… me...

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