It’s all about price – or are Shoppers Willing to Pay More for Better Customer Experience?

    We all love a good deal, a bargain and to perhaps even haggle a little.  But have you ever wondered if the customer experience matters at all and how low will you go before you give up on the brand? A study by Oracle reveals that customer experience is now a key driver

Living Out Your Brand Promise – Guest Post by Fred Zimny

  Guest Post by Fred Zimny, Editor of and Senior service professional. These are challenging times for us working in customer service. Many brands have fallen from grace lately. I was raised with good old Philips-household supplies, photographed with Minolta and Kodak and still drive a Saab. My working assumption is that brand managers in these

Simplicity And Consistency For Great Customer Experience

By Melissa Kovacevic, Principal Consultant Customer Experience & Contact Center Consulting   I recently facilitated an Employee Feedback meeting for a client.  Our discussion focused on employee observations related to Customer Experience.  The feedback group included contact center agents, retail store employees and technicians.  When I asked them if customers were receiving the best quality

You Might Expect Better – Guest Post by Fred Zimny

Let us define the starting era of CRM as of the mid nineties, after sales force automation and database marketing became mainstream. Nowadays CRM is big business. Gartner projected circa 13 billion dollar sales for CRM in 2012. In 2017, the market will be about 22 billion dollar, according to the research firm Trefis. Customer Relationship Management should be about managing the