Tag Archives: customer insight
Poor Customer Service + Amazing Technology Still Equals Poor Customer Service
I watched a news clip from the Today Show last week about Boeing delivering their new Dreamliner 787 to Japan’s ANA airlines. What a beautiful machine, developed over the course of several years (3 years late to be exact) with 100’s of millions of dollars invested. The new features of the plane are all intended [...]
Webinar: How Leading Companies Power Customer Service with Insight
The primary currency of customer support is time. When agents, executives and customers don’t have the right information when they need it, resolution time, incidents, cost, and ultimately customer satisfaction, are all negatively impacted. And this is a common problem for many organizations – customer service agents do not have essential customer information and insight [...]
Transparency: A Critical Component to Good Customer Service. Do You Have It?
I have been in the customer service business for more than two decades and the same discussions continue to rage on and on about customer service – “Look how great Southwest Airlines is,” and “Look how poor Comcast is,” and on and on with new examples of outstanding and poor customer service evolving every few [...]
