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Are Robots Better At Delivering Customer Service Than People?

Are Robots Better At Delivering Customer Service Than People?

Pizza Hut is testing it out! According to a May 28th article in MarketWatch, Pizza Hut is initiating a program to use robots at several of their Asia-based restaurants. The robot, Pepper, will take customers’ orders and money. The robot is a joint venture with SoftBank Robotics and MasterCard. Pepper has a face and can …Continue Reading

What Would Happen If United and Zappos Combined Their Service Operations?

What Would Happen If United and Zappos Combined Their Service Operations?

As a thought leader in the area of customer service and retention, that topic is always front and center in our home.  People send me interesting articles and I, too, am always on the lookout for customer service stories – both positive and negative.  My daughter-in-law thought I would be interested in a piece from …Continue Reading

Learn About The Endangered Customer by Richard Shapiro [Video]

Filed in Blog by on May 20, 2016 1 Comment
Learn About The Endangered Customer by Richard Shapiro [Video]

Watch Richard Shapiro, author of The Endangered Customer: Eight Steps to Guarantee Repeat Business speak about his newest book.

8 Steps to Add Passionate Customer Service to Your E-commerce Business

8 Steps to Add Passionate Customer Service to Your E-commerce Business

When top management determines that any organization must become more customer-centric, immediately a search begins on the Internet for, “passion for customer service.” Most execs don’t think of “passion” as a component of e-commerce sites, but they should. Of course a computer, mobile device or app will always be mechanical and therefore cannot in and …Continue Reading

Is Paying a “Problem Solver” to Contact your Call Center the First Sign of Trouble?

Is Paying a “Problem Solver” to Contact your Call Center the First Sign of Trouble?

If I were to take a survey of any random group of customers, there is no doubt that #1 on the list of major frustrations and aggravation is when a customer must call customer service to fix a problem or resolve an issue.  Blood pressure rises to the point of boiling too many times and …Continue Reading