Customer Experience Blog

Trustability: a Capitalist Tool

Apr 30, 2012 by Don Peppers and Martha Rogers in Customer Experience, Customer Service, Strategy

“No one would remember the Good Samaritan if he’d only had good intentions. He had money, too.”

–Margaret Thatcher

The clash between trustability and a company’s own short-term financial interest is real. It is a serious and continuing obstacle to be overcome, and we don’t want to minimize it. Urging companies simply to “do the right thing” isn’t likely to change how management sees the world. The profit motive does that. But trustability is actually a tool for generating the kind of profits that ought to be beloved by any good capitalist. continue reading

Retailers Can Virtualize Their Showcase Assets

Apr 25, 2012 by Tina Valdez, Vice President at eLoyalty, a TeleTech company in Customer Experience, Customer Service, Technology

Highly skilled, highly motivated human talent is a precious resource in any economy, much less a recovering, cautious economy. Harnessing the full potential of a company’s available talent (and other assets) is critical to remaining cost competitive and revenue aggressive, especially in an uncertain commercial environment. At the same time, we see customers making more buying decisions based on their relationships and experiences with brands and retailers.  Improving the customer experience while optimizing operations is a high priority for most companies with significant customer-facing operations under our current market conditions. continue reading

Size Does Not Matter: Six Reasons to Take Your SMB Channel Strategy to the Cloud

Apr 16, 2012 by Tina Valdez, Vice President at eLoyalty, a TeleTech company in Customer Service, Strategy, Technology

As customers become more digital, social, and mobile, businesses have opportunities to improve customer satisfaction and loyalty through a differentiated customer experience; but those who are unwilling to invest in solutions that embrace the needs of today’s marketplace will most certainly be left behind. continue reading

Corporations Must “Put on a Human Face” to Build Customer Trust

Apr 9, 2012 by Don Peppers and Martha Rogers in Customer Experience, Strategy

We can never really know someone else’s intention. Any person’s motive is internal to the person. It’s in the mind. All we can do is observe their behavior—what they do, how they look, what they say out loud.

It is in our nature, however, to put ourselves in others’ shoes, and to ascribe motives to people based on what we see them do. We know what goes on in our own minds, we know what our intentions would be if we were doing these things, and so we hypothesize about what must be going through someone else’s mind to account for their actions. When we trust someone’s intentions, we’re really just making our own judgment based on their behavior. continue reading

Building a Customer-focused Organization

Apr 2, 2012 by Mark Grindeland, Chief Marketing Officer at TeleTech in Customer Experience, Customer Service, Strategy

Each business has its own brand promise to live up to, along with its own customer expectations and perceptions to manage. There is no silver bullet on how to build customer centricity. TeleTech CMO Mark Grindeland says that it starts with looking at your business as an orchestra, finding how to play together to create music to the customer’s ears.

 

Creating Economic Value Through Exceptional Customer Experience

Mar 25, 2012 by Kenneth Tuchman, Chairman and Chief Executive Officer at TeleTech in Customer Experience, Customer Service, Strategy

The customer experience is indeed a boardroom imperative, not just something nice to talk about. TeleTech CEO Ken Tuchman shares how senior executives can drive the customer experience to enhance the brand and ultimately drive real monetary gains over the long term.

Consumers Demand Multichannel Interactions: Six Best Practices for Deploying Agile Channeling Platforms

Mar 25, 2012 by Taylor Allis, Vice President at TeleTech in Customer Experience, Multichannel, Technology

The explosive growth of smartphones, texting and social media have forever changed the customer service landscape. The messaging, chat, mobile browsing, and app-based capabilities of smartphones free customers from the traditional, transactional environment and allow them to choose the communication medium of their choice – text message, interactive app, robust online self-help or community applications. Today, consumers are tired of outdated service models that require them to start over each time they come into contact with a company representative, and they expect real-time interactions with more personalized service. continue reading

Does Everything Really Belong in the Cloud?

Mar 19, 2012 by Tina Valdez, Vice President at eLoyalty, a TeleTech company in Customer Service, Strategy, Technology

Cloud. It’s hard to avoid the hype these days as it seems that every technology company on the planet is trying to send their customers “to the cloud.” Being in the cloud sounds sexy, and cloud solution providers readily dangle the cost-savings carrot in front of every new business prospect. But before heading skyward, businesses need to critically evaluate cloud solutions like they would any other potential technology solution to ensure they can achieve viable, effective results. It’s time to separate the substance from the smoke with a practical look at the benefits of both hosted and on-premise solutions. continue reading

The Importance of Customer Monogamy

Mar 12, 2012 by Judi Hand, Executive Vice President and Chief Sales Officer at TeleTech in Customer Experience, Customer Service, Strategy

Customers want a seamless experience, but many companies aren’t set up to serve them with a single relationship strategy. TeleTech Chief Sales Officer Judi Hand discusses what it takes to deliver a superior, single customer experience.

Breaking the Vicious Cycle Part 3

Mar 8, 2012 by Kenneth Tuchman, Chairman and Chief Executive Officer at TeleTech in Customer Experience, Strategy

This is the third blog in a three-part series.
Read the first blog. Read the second blog.

Staircase The Vicious Cycle starts with one bad customer experience. That experience leads to customer dissatisfaction. If the company does nothing to make amends or improve its customer experience, the customer defects. That customer tells other customers. The company loses customers—and money. In turn, the company cuts costs in customer care, which worsens the customer experience. And down it goes from there. Poor customer experiences cost companies customers and revenue. Here is step three to help companies change course and create a virtuous cycle of satisfaction and profitability. continue reading