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…
Categories: Guest Posts
Enter Now and Check Out The Best and Most Insightful Customer service Guest Posts By The Top Level Professionals In the Field
Living Out Your Brand Promise – Guest Post by Fred Zimny
Guest Post by Fred Zimny, Editor of serve4impact.com 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…
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