One upon a time, a long time ago, it was easy to reach out to a vendor to ask a knowledgeable human questions as part of a product evaluation process.
Continue reading...Tag Archives: customer service
How Technology Can Humanize Sales
Today’s empowered customers have access to more information on their purchases than ever before, and they’re not afraid to exercise control. Now occupying the driver’s seat, they understandably have high expectations for what a positive sales experience looks like.
Continue reading...Use Design Thinking to Put Yourself in Your Customers’ Shoes
How well do you put yourself in your customer’s shoes? Year in and year out, “innovation” ranks as one of the top corporate agenda items across all industries. Exactly what is being innovated varies based on the product, service, company culture, and more.
Continue reading...Why Your Approach to Chatbot and IVR Projects Is All Wrong
Businesses today treat interactive voice response (IVR) and chatbots for customer service like any other IT project: gather requirements, define solution architecture, choose vendor, purchase platform, install/configure platform (the latter is still needed, even in the SaaS model), build IVR scripts on platform, test, deploy, end of project.
Continue reading...The Digital Marketing Maelstrom Is Pushing the Discipline Forward
Many farers in the seas of marketing were taught to think of the customer as their north star. Marketers and marketing analysts know customer wants, needs, fears and aversions and bring that knowledge to bear when making or influencing business decisions.
Continue reading...How to Turn Resistant Customers Into Adopters
When AOL announced it would no longer support AOL Instant Messenger (AIM) in 2017, I had a flashback to the days when AIM was at the center of my social and work networks. If you remember signing up for an AIM account, you’ll recall that the process wasn’t very intuitive.
Continue reading...Support and Service Is the Digital Brand
When I think of SMTP.COM, I don’t think about their logo, their corporate colors, their tone, their mission statement or their advertising. Instead, I think of great service. It’s so amazing to find great service today. So amazing to find a company that actually cares about its customers.
Continue reading...How to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience
I ordered new products and services from my provider last month and in the bargain had to endure some terrible, horrible, no good, very bad customer experience. Here’s what happened.
Continue reading...Deliver What Millennial Customers Really Want: Convenience
Millennials are notorious for turning every established structure on its head — they work differently, they play differently, they consume differently.
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