The Limits Of Technology For Customer Service Part II Machines Can’t Replace The Human Touch – Literally In “Has Technology ‘Hit The Wall’ In Improving Customer Experience and Customer Service?” we examined the hypothesis that technology has hit a wall in terms of improving customer…
Three different metrics approaches to customer experience measurement Measuring The Customer Experience – 3 Ways If the goal is to improve customer experience, then it makes sense to measure it, but it’s not immediately clear how to go about it. In fact there is no…
Part of providing great customer experience is making sure you understand the customer’s intended outcomes By Lynn Hunsaker When a customer asks you a question, do you double-check your assumptions about their intended outcome? So often we take inquiries at face value, or simply assume…
