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. This puts the onus on marketing to craft the early experiences in…
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.…
What makes CX hard to measure and what you can do to improve it.
The discussion about the best way to evaluate and improve CX values has gained momentum, yet many businesses are still not sure if it is all just a well crafted spiel. This…
AI, IoT and what it means for your customer service
From the endless wait for the snail mail to posting complaints on social media, customer service has undergone a paradigm shift. And computers and telephony have certainly made the job easier for…