Sharing the Love: Amy Krouse Rosenthal and the Emerging Connection between Author and Reader
Throughout much of history, authors have maintained a distance from readers, their experiences separated by both time and place. As novelist Paolo Coelho noted, writing is “a solitary experience.” The work of the author was often created in isolation—seemingly forged in the rarified air of their literary mountain before being handed down to the waiting […]
Weekly Review: 07/18
Happy Friday! Here’s our picks for the best customer service, customer experience, bot and mobile articles of the week, in no particular order.
Weekly Review: 07/03
Happy Friday! Here’s our picks for the best customer service, customer experience, bot and mobile articles of the week, in no particular order.
Weekly Review: 06/19
Happy Friday! Here’s our picks for the best customer service, customer experience, bot and mobile articles of the week, in no particular order.
All Call Center Metrics Are Important. But Have You Tried Using This One?
There are a lot of call center metrics out there that measure customer satisfaction—CSAT, Net Promoter Score (NPS), even First Call Resolution (FCR). The way they measure satisfaction is different, but the end result is the same—to make sure the customer is happy. But what if I told you there was a call center metric […]
I Tried To Text Domino’s for Pizza And Had a Horrible Customer Experience
Tired of ordering pizza over the phone? Domino’s understands—that’s why they’ve launched AnyWare, letting you “order your favorite oven-baked goodness on your favorite devices.” I’m not going to lie—this is a pretty awesome use case (in theory). With AnyWare, you can text, tweet and even use your Smart TV to order pizza and more, and […]
How to Provide Great Customer Service Across the Globe
There are 7.125 billion people in the world. Each person is a unique, complex individual with their own likes and dislikes. Unfortunately, less than 50% of global businesses offer personalized customer service, despite a desire from 70% of customers. And while 69% of customers expect businesses to link communication channels together in real time, only […]
25 Statistics on the Power of Positive Customer Service
Customer service stories often surface in a negative light—a service wasn’t cancelled, no one responded to a problem, or a company didn’t deliver on its promise. In fact, nearly one-third of consumers think that businesses are paying less attention to providing great customer service. And unfortunately, the customer is always right about this. While over 80% […]
How to Give Your Healthcare Communications a Boost
Having observed dozens of providers and staff members in their natural work environment, we have seen and heard a lot. But some of the personal stories that we’ve heard are hard to forget and worth sharing. These stories shed light on the truth about healthcare communications and the workflows of these dedicated, and often over-worked, […]
Want to Increase Customer Satisfaction? Use Text Messaging
On an ordinary day in most places in the industrialized world you can see hoards of people buried in their phones, fingers flying away typing out text messages to one another. Texting has become a primary means of communication these days, particularly among younger demographics who have had texting available most of their life.