customer service

I Spent 29 Years Adopting Channels for Customer Service – Here is What I Learned

I figured I’d try a little bit of click-baiting, see how it works…

Beyond the lame title, this is a good post.  Another one in the “I did an amazing webinar, and these are the questions I did not get to” series.

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Conversational commerce, without the BS

I’m investing substantial time and effort in helping people to better understand what all the hype around AI and conversational commerce technologies like chatbots and intelligent digital assistants is about. It can be rather overwhelming in my experience. And I don’t blame you. I’m overwhelmed at times by all this news on A.I. induced jobless futures and fully automated and self-learning machines as well. It looks as if A.I. will change the world before we can even say “what?”. But we know better.

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Thoughts оn machine learning for customer service chatbots

I’m thinking out loud a bit about machine learning strategies for customer service chatbots. Bear with me. More question than answers, because some of the strategies I see, I just fail to understand. I get the impression that some try to find a machine learning solution to a problem that is hardly there.

Machine learning takes too long to find an answer

Let me start with putting out here that machine learning is not very effective when it comes to finding the right answer to a question.

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Using Communication To Make Your Brand Unforgettable in 2018

Today I am pleased to share with you a guest post by Julian de Sevilla with PATlive.

An effective customer service solution has always been a tool that helps businesses stand out. However, customers recently have come to expect more from businesses in terms of service, forming a landscape that’s saturated with options, and thus hyper-competitive.

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Online Communities: Help Your Customers Help Each Other

I originally wrote today's post for CallidusCloud CX; it appeared on their blog on May 23, 2017.

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The Journey to a Great Customer Service Experience

I originally wrote today's post originally for injixo. It appeared on their blog on March 23, 2017.

Working in a call center, whether you're on the phone or on the floor managing operations, means that you're front and center with customers at all times. It also means that you know the importance of delivering a great service experience for your customers. If that's not an area of focus for you, it certainly ought to be!

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Over-engineering the customers experience

In Customer Experience Management there is a lot to take into account. Everything a company does as well as a lot that’s happening outside the company impacts  the Customer’s evaluation of the company’s service and offering.

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Service DNA – creating customer service excellence

If I were to ask you to name a company that consistently excels at customer service, what company would come to mind? In you are part of a military family, you might say USAA. If you live in the Southeast, you might tell me about Publix Supermarkets. If you are a golf aficionado, you might share your Masters experience with me. And, if you are passionate about shoes, you might mention either Nordstrom or Zappos. No doubt, others among you would name companies such as Enterprise Rent-a-Car, Chik-fil-A, Apple Stores, Disney, and Mayo Clinic.

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Customer Service Ain’t What It Used To Be

In preparing for a talk to a group of customer contact center managers, I’ve come to the conclusion that customer service ain’t what it used to be. There is a brand of new customer service in play today.

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Book Review: The Endangered Customer by Richard. R. Shapiro

I enjoyed reading Richard Shapiro’s first book: The Welcomer’s Edge. In this book Richard, set out a 3 step model (the greet, the assist, the leave-behind) for making a human connection with customers through every customer interaction.

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