Common sources of customer information
Do you use a wide variety of information sources to gain the best understanding of your customers? Here is a list of common sources of information you can use: Customer service interactions such as call center interactions and chat records, and...
Read More  ➡
Are Customer Engagement and Customer Experience the Same?
The short answer is, no. The Customer Experience is like an umbrella. It encompasses the interactions, feelings, and perceptions that customers have with a brand, its products, people, and processes. And, it often emphasizes the post-sales...
Read More  ➡
How Uniquely Valuable are the Best Strategic Account Managers? -- 'Count the Ways...'
In thinking about the best account managers; those managing growing, profitable customer accounts, thoughts naturally go to being skilled in communicating, relationship-building and sharing product knowledge. But the 2014 Report on Current Trends...
Read More  ➡
Three tools to help customer-facing teams drive results
The following tools make it easy for customer-facing teams to identify if there are issues that need to be addressed or opportunities to leverage: Predictive Analytics: Predictive analytics help teams anticipate future behaviors, such as...
Read More  ➡
What is customer engagement?
Customer engagement is a relatively new term in the Customer Experience world, but unlike survey metrics like NPS (Net Promoter Score), ACSI (American Customer Satisfaction Index), and the latest trend, CES (Customer Effort Score),...
Read More  ➡