The Customer Service Journal By Bacal & Associates

We all know the trendy, universal topics in customer experience management, but when asked to make meaningful improvements in our organizations, we cannot ignore the industry-specific challenges that differentiate successful from unsuccessful firms. If there were ever an industry pr

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Hot Infographic: What Drives the Customer Experience in Financial Services?

Maybe you gave your customer exactly what he wanted.

From emphasizing personalized responses that read like they came from humans rather than robots to assuring your Facebook page is not simply a syndication of what appears on your Twitter feed, the mountain of “best practices” for social media strategy is simply too tall for

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The Social Mistake You Cannot Afford to Make

Shortly after my first encounter with Google Chrome’s new “Coffee” ad spot , I decided I simply had to write about the tech giant’s marketing strategy. This is not the article I initially intended to com

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Google’s “Coffee” – Are Your Customers Ready for Your Message?

A recent Forrester Research study that swept media outlets off their feet

“Sex sells.”

This might be a world of “strategic calls” and revenue-driven customer service, and it is true that metrics like average handle time are losing meaning for many organizations, but do not dare assume that successful call center leaders are leaving performance metrics in the

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Don’t Fall into the Deadly Trap of Call Center Metrics

As a child, I hated going to the barbershop. It was not because I objected to chit-chat with strangers—I was the loud, sociable kid whose parents thought was cute and everyone else probably found grating.

Firms competing in channel-intensive markets are regularly challenged to satisfy finicky and value conscious customers without introducing too much cost and complexity.

A recent encounter with a customer service article made me wonder how customer service managers view their customers behind closed doors. Neither a particularly-new article nor a particularly-sophisticated one, “

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What Happens When Your Customers Aren’t Looking