Report: Unlocking Customer Insights From Contact Centers

We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. Here’s the executive summary: Companies have traditionally viewed their contact centers as cost centers and have consequently focused most of their energy Read More …

Contact Centers Must Morph into Relationship Hubs

I originally published this content in an article on CMSWire… For years, companies have relied on their contact centers to deal with customer interactions—from technical support to requesting medical coverage—but contact centers are on the verge of a major change. Read More …

A Good Week For Customer Service

Customer service is underapreciated in many companies. So it’s great that we are celebrating Customer Service Week. In honor of the occasion, I’ve collected some of my thoughts (and posts) about customer service: Customer Service Attracts Loyal Customers highlights an important fact that consumers that are Read More …

Phone Satisfaction Snapshot- USAA, Credit Unions, and Amazon.com Top The List

We asked more than 4,500 US consumers about their satisfaction with experiences across 12 different industries: airlines, banks, cell phone service providers, credit card providers, hotels, insurance firms, Internet service providers, investment firms, medical insurance companies, PC manufacturers, retailers, and TV service providers. Read More …

The “Problem” Of Call Waiting Times

A McKinsey Quarterly article called Maintaining the customer experience caught my eye. It discusses scenarios where companies were trying to figure out the design point for a couple of customer experiences, one of which was the call waiting time for a call center. Read More …

Phone Satisfaction Snapshot: USAA And The Hartford Top The List

We asked nearly 5,000 US consumers about their satisfaction with experiences across nine different industries: banks, credit card providers, health plans, insurance firms, Internet service providers, investment firms, retailers, TV service providers, and wireless carriers. Our analysis looked at phone, store/branch, Read More …

NetFlix Ends Email Support; Tries Another Disruptive Strategy

NetFlix decided to stop its email customer service and, instead, beef-up its phone support. According to an article in the New York Times: Netflix took an unusual step for a Web-based company: it eliminated e-mail-based customer service inquiries. Now all questions, complaints and suggestions go Read More …

USAA: A Positive Example Of Customer Experience

I was recently giving a speech to a group of executives at a large financial services firm; talking about my favorite topic: Experience-Based Differentiation. After I was done, one of the attendees came up to me and shared a recent experience Read More …