Category Archives: Customer Support

Do not confuse Customer Experience with Customer Service

There are too many people who use the customer experience and customer service/support terms interchangeably. Even well respected authors and customer centricity consultants, like Don Peppers, occasionally slip into this ambiguous trap. Here are some basic definitions found on the … Continue reading

Posted in Customer Experience CX, Customer Support, Product Management, Product Marketing | Tagged , , | 17 Comments

Customer Experience: Easy to Measure, Hard to Change part 2

This sequel was inspired by comments and questions posted in multiple LinkedIn groups where the first part was published. Special thanks to Richard Hatheway. One of the first reason people give, to explain the difficulty of customer change implementation, is … Continue reading

Posted in Customer Experience CX, Customer Support, Social Media Research, Uncategorized | Tagged , , | 3 Comments

Debunking the Argument of “Accuracy”

With the advent of Big Data, it is estimated that 70%-80% of all data collected and stored by an enterprise is in an unstructured form. There are various approaches, technologies and methods to automate the analysis of unstructured data such … Continue reading

Posted in Customer Experience CX, Customer Intelligence, Customer Support, Market Intelligence, Market Research, Product Marketing | Tagged , , , , , , | 2 Comments

Retailers misinterpret the ‘Showrooming’ Effect at their own peril

the most critical factor of brick and mortar retailers is the poor customer experience they provide, and they seem to largely ignore it. Continue reading

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Musing on Marketing and Customer Experience

This is about Customer Experience, it’s financial impact on a business and measuring with application of Opinion Mining technology. Continue reading

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