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Posts Tagged ‘Customer experience’

Customer Experience Rules in 2015 Social Customer Support

As I briefly mentioned in 2015 Predictions for Social Customer Support, current thinking from research firms indicates that customer experience will be more more important than ever. Let’s take this apart and have a look at why and how. We know, as consumers, that dealing with companies can be much more complicated than it needs to…

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2015 Predictions for Social Customer Support

Ah, what a year! As I prepared to write this year’s predictions, I looked back to my 2014 Predictions for Social Customer Support. I can say that from my own experience and in speaking with colleagues it seems that my predictions were accurate. Measurement is getting more precise and KPIs (Key Performance Indicators) are becoming…

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Keep that Customer Experience Mindset Going

Do you ever go to meetings or training classes with new, random groups of people and have to complete those ice breaker activities? You’re going about your day, getting “real work” done, and then you have to stop what you’re doing to go play silly games and interact with people? It can feel really uncomfortable…

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