How Design Thinking Can Help Improve Customer Service

customer service cartoon

Sara Mesing’s article, Service Design: Internal Processes for Great Customer Experiences, in User Experience magazine, points out that the same principles that go into product design can help companies “design” customer service that is so great people will want to talk about it. …Continue Reading →

Improve Your Customer Service With Journey Mapping & Process Improvement

Highlights clip below re choosing the right technology partner. To hear the FULL episode, use the player bar above. Errol Denger (of IBM when we recorded this interview, now at Adobe), and I discussed the role of customer journey mapping and processes in …Continue Reading →

Time to Stop Worrying About Your Net Promoter Score (NPS)?

Bill Lee, Founder, Center for Customer Engagement; President, Summit on Customer Engagement (taking place in Feb); author, The Hidden Wealth of Customers

Prefer reading to audio? Click below to get the transcript of this interview. Get your FREE Transcript Now! In today’s interview, Bill Lee, Founder of the Center for Customer Engagement; President, Summit on Customer Engagement and author, The Hidden Wealth of Customers, said a …Continue Reading →

Think You Have Problem Employees? The Problem May Be Processes.

I don’t think anybody really wants to be a bad employee (at least not until they’ve just been fired and want to wreak as much destruction as possible on their way out the building!). But often our systems get people …Continue Reading →

Give The Gift of Caring To Your Staff …

… And They’ll Give The Gift of Service To Your Customers “Nobody dreams of being a janitor,” says Mary Miller, the CEO of the highly successful janitoral services company, Jancoa. And yet, she says, “More people have worked in the janitorial …Continue Reading →

How An Online Entrepreneur Got 120,000 Customers in 2 Years!

Online Entrepreneur, Rakesh Soni, founder of LoginRadius

Rakesh Soni, who emigrated from India to Canada in 2006 to do a Master’s Degree in Engineering at the University of Alberta, is well on his way to becoming one of the web’s next big online success stories. Frustrated by …Continue Reading →