Tag Archives: customers
Executives Report Customer Centricity Drives Revenue Yet Major Barriers Stand in the Way
Customers are the lifeblood of every organization. And yet most don’t know enough about their customers, their interactions, their preferences, what they’ve said across social channels, if they are happy, or if they are thinking about defecting to the competition, and why. It’s not due to lack of trying. Companies are struggling to become nimble [...]
Customers and Customer Service Teams Are Not Asking for Knowledge Management; They’re Asking for Knowledge Insight
…and companies focused on delivering Knowledge Insight get much greater return. I recently spoke with 1to1 Magazine editor Ginger Conlon about the importance of actionable insight within customer service departments and provided a few examples of how this helps deliver considerable ROI. Injecting actionable insight into the process of resolving customer issues is a goal [...]