Monthly Archives: May 2014

Customer Engagement is a Double Edge “Sword”

Every week I get at least two invitations for webinars exploring various customer engagement technologies.  Apparently brands are really interested to engage consumers. At least technology vendors think so, and provide them with powerful tools to do just that. The … Continue reading

Posted in Customer Experience CX, Market Intelligence | Tagged , , | 2 Comments

How to Assess Return on Investment in Customer Service

Any investment in Customer Service a company considers, has to be examined for its potential negative impact on overall customer experience. The personal negative experience, I recently had with my investment company’s customer “dis”-service organization, caused me to reach out … Continue reading

Posted in Customer Experience CX, Customer Support | Leave a comment

Why Brands Often Fail at the Zero Moment of Truth

Google introduced this term to describe the impact of online information, i.e. social media reputation, on the intent of a potential customer to engage with a brand. According to the research that influence, and consumer dependence on it,  are growing … Continue reading

Posted in Customer Experience CX, Social Media Research | Tagged , , , , | 2 Comments

Can’t Buy Me Love or Superior Customer Experience

Superior Customer Experience cannot be delivered without the well orchestrated cooperation of all departments of a company. Yet, this cooperation is very difficult to achieve. The primary reason for the existence of organizational silos is operational efficiency that allows companies … Continue reading

Posted in Customer Experience CX, Customer Intelligence, Customer Support | Tagged , , , , , | 6 Comments