Category Archives: Customer Support

Beyond Buzzwords – 4 Keys to Effective Action

A few weeks ago I attempted to provide a clear distinction between customer experience and customer support in this blog post. Since then, the post was re-published on a number of customer experience and service websites, was shared by many … Continue reading

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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

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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

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Customer Experience and Balance of Power

During the last few years we witnessed tremendous political impact of social media on politics, both in  government and corporate realms. The examples abound from the social media fuelled Arab Spring demonstrations and political campaign funds collections, to the well … Continue reading

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The Paradox of Choice and Social Media

  “The Paradox of Choice: Why More is Less” is a well promoted book by Barry Schwartz. Barry argues that eliminating consumer choices can greatly reduce anxiety for shoppers and improve their well being. Personally, I think that this is … Continue reading

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