Persistent gaps in perceptions threaten to get in the way of future customer experience improvements

Back in 2005, Bob Thompson of CustomerThink, conducted a study for RightNow Technologies (now part of Oracle) called The Loyalty Connection: Secrets To Customer Retention And Increased Profits. Part of the study looked at the differences in perceptions that exist between executives and customers on what they consider to be important and, also, what were […]

Innovation, customer experience and co-design partnerships with your customers – Interview with Gary Miles of Amdocs

Today’s interview is with Gary Miles, who is the is the General Manager for Amdocs’ Big Data and Strategic Innovations unit. Amdocs is a leader in the customer experience software solutions and services space for the world’s largest communications, entertainment and media service providers. Gary joins me today to talk about working with their customers […]

Proactive customer service drives revenue and retention

This is a Guest Post from Chris Frascella Earlier this year, Adrian covered proactive customer service in a three-part series on Forbes. In part one, he pointed to research that substantiates the idea that proactive customer service is more cost-efficient and more likely to positively impact customer retention than a strategy that is reactive only. […]

Why Relying Only On Reactive Customer Service Is No Longer Good Enough

Or Transform Your Customer Experience By Making Your Customer Service Proactive – Part 1 Over the course of the last year, I’ve written a few times about the opportunity that proactive customer service offers. However, on review, the articles have only offered a partial view of the opportunity, the business case, the impact on customer […]

Proactive customer service drives customer loyalty – Interview with Stew Bloom of Aspect

#185319589 / Today’s interview is with Stew Bloom, CEO of Aspect, who help enterprise contact centres deliver their customer experiences across every channel through their software platform. Stew joins me today to talk about proactive customer service and why proactive customer service drives customer loyalty. This interview follows on from my recent interview: Social […]

Quantifying the business value of a great customer experience – Interview with Peter Kriss of Medallia

#96631972 / Today’s interview is with Peter Kriss, Senior Research Scientist at Medallia, whose software helps corporations track and manage the experiences of their customers. Medallia’s software, delivered as an Internet service, integrates and delivers data from everywhere that a company that touches a customer, analyses it and presents it visually so that employees […]

Proactive customer service will also make your employees happier

#119013893 / I was reading an interesting article by psychologist Dr. Jeremy Dean on PsyBlog (The Simple Mindset That Makes Everyone Happier, All Around The World) recently. The article, drawing on academic research done by Fleeson et al., 2002 and Ching et al., 2014, suggests that: “Acting like an extrovert — even if you […]

Mobile marketing, customer retention and customers expecting to be known – Interview with Jess Stephens of TagPoints

Today’s interview is with Jess Stephens, Director and Co-founder of TagPoints, a mobile proximity marketing platform that uses beacon technology to help retailers gain loyal customers and generate valuable data. Jess joins me today to talk about her company, their growth, customer loyalty and what they are doing differently. This interview follows on from my […]

The Often Forgotten Part Of The Customer Service Or Customer Experience Process

As part of the process of writing my blog posts, I often scour the web to find articles and resources that serve as inspiration or ideas for my posts. Once found, I often add them to Evernote and then review them periodically for inspiration. That was the case today. I was going through my ‘clipped’ […]