Tag Archives: customer service

Use Design Thinking to Put Yourself in Your Customers’ Shoes

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.

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Why Your Approach to Chatbot and IVR Projects Is All Wrong

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.

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The Digital Marketing Maelstrom Is Pushing the Discipline Forward

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.

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How to Turn Resistant Customers Into Adopters

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.

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