The customer service effect on the KPIs that measure CX.
Customer service impacts all the KPIs businesses use to measure CX. But CX begins long before actual purchase purchase. This puts the onus on marketing to craft the early experiences…
Customer service can help a business achieve its purpose
“The purpose of business is to create and keep customers.” —Peter Drucker, The Practice of Management (1954). Businesses should function in service of customers, arranging products and operations around customer needs.…
Relating customer service to website redesign.
Your website is the primary gateway for your customers to connect with you. So pay attention to how customers relate to your website and the information it provides them. The level…
What stories is your data asking you to tell?
Data driven storytelling can take your business to all the right places. The essence of all human interaction is rooted in storytelling. Even something as innocuous as a greeting like,…
There’s Work From Home and ‘forced’ to Work From Home.
Are we geared for changes we never quite planned for? The world is in the grip of an unprecedented crisis and the universal challenge is to stay home and stay…
When time is of the essence, customer service makes the difference
Digitization has kept its word about changing the world; it has made it a smaller place. In fact, we live in a global village now, which was the change that…