Customer service is one of the most expensive and frustrating aspects for many business owners and operators. Despite your best efforts, customers still vent their frustrations on public forums, yet the source of their anger is not clear. Instead of making customer care improvements based on a customer’s impulsive Tweet or your gut feeling, there’s a better option: customer experience analytics. Read More >
Traditional interactive voice response (IVR) is still the golden standard for self-service. But it’s safe to say it doesn’t have the best reputation in the minds of many consumers. From dated interfaces to limited verbal working memory, there are many reasons a standard IVR fails, and businesses are looking for a more mobile IVR to provide results. Thankfully, a new technology has produced a workable solution: visual IVR. (And don’t miss the visual IVR demo at the bottom of the page.)
New technologies continually give customers more options to communicate with their favorite brands. Phone calls. Emails. Texting. Push notifications. Even older channels like fax. But what is preference management going to do to help manage all those channels?
To create the best customer experience (CX), you may have to support many or all of these channels. But that doesn’t mean you have to communicate with every single customer on each one. By understanding your customers’ preferences, you can save money, improve CX and discover 11 key benefits for your business. But first, what is preference management, and why do we call it that? Read More >
No matter the product, every manufacturer looks for new ways to improve quality while lowering costs. And the best way to do that is by following well-established best practices in manufacturing operations.
So instead of randomly testing new processes on your own, start with these tried-and-true practices. Each of these four tactics have been put to use by some of the largest manufacturers in their market. But they can be applied by any size manufacturer producing any type of product. Check out these best practices in manufacturing operations and see how you can put them to use in your business.
Although many people are bearish when talking about manufacturing — saying that “jobs are moving overseas” or “nothing is made locally anymore” — the U.S. is actually on track to become the world’s most competitive manufacturing country by 2020. Still, that doesn’t mean there’s a lack of modern manufacturing challenges. Read More >
Customer journey mapping is perhaps the clearest way to discover what your customers want and how you can make them happy. But creating this type of visual depiction is not always easy. It requires a wealth of data and keen intuition to truly get inside your customers’ heads.
So if you’ve decided to start customer journey mapping, you’ve probably started asking a few questions. Where’s the starting point? How do I know where my customer will go next? Who is this customer, anyway? All good questions, and thankfully, there are a few specific plot points that will form the frame of any good customer journey map. Read More >
The power goes out, and a local utility company immediately springs into action to find a solution. But when the outage experience ends four hours later, a woman boots up her computer, opens Facebook and broadcasts to all her friends, “My electric company has lousy customer service.”
Most customers can’t describe good customer service, but they can tell when they’ve had a bad experience. It’s all about feelings. That’s right. Even in the highly regulated utility industry, good ol’ non-technical feelings still carry weight. Read More >