Customer Service

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

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

Slightly Used: The Newest Competitor

Slightly Used: The Newest Competitor

Whenever I speak to a group of business executives my opening words are that competition has never been greater and the need to implement a proactive repeat business strategy is paramount.  I now have to add one more competitor to the list: slightly used. Companies are struggling.  Products are turned into commodities almost the minute …Continue Reading