Tag: personalizing service

The CX Circle: Insights from Sensemaking

The CX Circle: Insights from Sensemaking

For our next installment of the CX Circle Book Club, our team read Sensemaking: The Power of the Humanities in the Age of the Algorithm by Christian Madsbjerg. While the book was only published this year, the points that are made present a new way to look at issues that has been occupying debates around …Continue Reading

Deep CX Thoughts Episode Three: Customer Service as a Differentiator [Video]

Deep CX Thoughts Episode Three: Customer Service as a Differentiator [Video]

In this highly competitive business economy, only those companies that place customer service as a high priority on their agenda will continue to thrive, survive, and drive growth. #DeepCXThoughts

Deep CX Thoughts: Episode One (Creating Customer Connections) [Video]

Deep CX Thoughts: Episode One (Creating Customer Connections) [Video]

In our first episode of Deep CX Thoughts, we share some insight on how to teach associates to always strive for improving relationships with customers. Check it out and let us know any #DeepCXThoughts you’d like to see featured!

Walmart is Reinventing Itself: Is Customer Service in Its Plan?

Walmart is Reinventing Itself: Is Customer Service in Its Plan?

In the July 8th issue of The Wall Street Journal, was an article, “Walmart Scrambles to Reinvent Itself as Sales Slump.”  Why the hurry?  Even with nearly half a trillion dollars in revenue, the company reported its fifth straight quarter of negative sales in the US with dwindling traffic heading into the next. Walmart has …Continue Reading

Book Review: High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce

Filed in Blog, Customer Service, Personalizing Service by on February 27, 2013 2 Comments

Micah Solomon gets it! This book can help any business understand what service delivery is all about. As Micah puts it, “Exceptional service is a perfect product or service, delivered in a caring, friendly manner on time (as defined by the customer), with the backing of an effective problem-resolution process.” So many companies don’t take …Continue Reading