Historically, quality monitoring programs were implemented exclusively to monitor a customer service agent’s performance. These quality programs were tactical in nature and inwardly focused; determining
For many firms the annual planning process is well underway. Leadership sets a vision for the business strategy, which is often a three-year view of
A reputation for great customer service is built on many areas of business. In-store employees must be friendly, the website must be easily navigable, omni-channel
We’ve all heard the wisdom that “data is nothing unless it can be turned into information”. The amount of data available to us is growing
The customer experience landscape is shifting. Self-service options such as apps and websites are making it easier for customers to resolve basic account inquiries and
In this highly competitive and volatile marketplace, business leaders are painfully aware of the negative outcomes which can occur when operations lapse into a business
In my previous post, I explained the importance of creating a Customer Journey Map (CJM) and outlined the first three phases of the process – research,
You might be asking yourself, “What is a Customer Journey Map?” A Customer Journey Map (CJM) is a powerful process that tracks a customer’s experience,
Companies strive for best-in-class service because they understand the direct relationship that exists between improved customer service, loyalty scores, and greater profitability. Customer Experience is
Customer experience management is becoming increasingly complex as customer expectations are accelerating. Customers look to interact with a brand on their terms and are becoming
People at the top of their field are those that continue to learn and grow every day. Business conditions, market environments and customer expectations are
No business can exist without customers and a business cannot ensure long-term success without focused attention to their customer’s experience. Typically, in-store or in-person customer