Blog Coveo Insights

Infographic: Easy Does It for Support Leaders

Posted by Diane Berry on February 11, 2015

“To Build Loyalty, Companies Need to Stop Thinking ‘Exceed Expectations’ and Start Thinking ‘Make It Easy’”— so says the Corporate Executive Board and its book, Effortless Customer Experience.

That is never more true than in the world of customer service and support. With multiple forces at work—from the rapid acceleration of cloud to the digital workplace and digital native customers—companies struggle to deliver the types of low-effort, high-quality service experiences that customers no longer just expect but now demand. The risk? Customers leave and service costs grow ever higher. Scalability becomes a dream at best. Read more and comment »

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Customer-Centricity and Information Availability – The Necessity of Innovation

Posted by Diane Berry on May 9, 2012

We’ve all heard the expression “necessity is the mother of invention.” In today’s day and age of digital engagement and the rapid pace of change in which we all live, this statement couldn’t be more true. Today’s consumers do not want to wait. There is a need for immediate satisfaction which means proprietors need to not only react to requests faster – they must have all of the necessary information to answers any number of requests at their fingertips, in an instant.

This information immediacy issue is playing out every day in many industries in multiple formats – whether it’s a customer on the phone with his or her mobile phone provider trying to straighten out a bill, a product engineer working to determine the next phase of a development cycle and needing to tap into a side project for research data, or a sales force leader determining an appropriate engagement strategy for his or her organization. The problem is, as common as these scenarios are, the access to all of the information necessary to make insightful decisions is not as prevalent as one may think. Read more and comment »

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The Consumerization of the B2B Website

Posted by Diane Berry on March 1, 2012

Like many busy professionals, I shop online. Recently I’ve noticed those items I’ve looked at on, for example, the Neiman Marcus website follow me around the internet as I surf for information related to my work. This doesn’t work for me. The context is all wrong. I am not shopping for shoes while I am reading a blog about the new category of insight software. The relationship between me and the shoes may be right – Google has correlated my action, though not interpreted it. I actually did not like that pair of shoes and not only is the context wrong, the shoes are no longer relevant to me. They now irritate me, following me around the web for a couple of days. Now I have a not-so-good feeling about Neiman Marcus.

Clearly we all know that the customer experience runs across all channels and all front-line employees; however the website is arguably the most important channel for many organizations—and not just for e-commerce, but for complex, B2B products and services as well. Read more and comment »

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Is a Lack of Insight Holding Back Your Organization?

Posted by Diane Berry on February 24, 2012

Is your organization suffering from Enterprise Insight Deficit Disorder? There’s a good chance it is, and there’s an even better chance that lack of insight is hurting your company’s performance.

Enterprise Insight Deficit is caused primarily by hoards of information distributed among multiple IT and organizational silos and in social media, making actionable Insight challenging to attain. It’s a significant obstacle across the customer and product lifecycle—from R&D to customer service. Lack of insight negatively impacts customer service, engineering and sales teams from better serving customers, selling to their customers, and quickly innovating products and services. Read more and comment »

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