ICMI: Customer Service is Tough and Getting Tougher

Infographic: Improve Your Customer Service Experience

If you think it’s getting harder to impress customers with your customer service efforts, you’re not imagining it. It really is getting harder. That’s the conclusion of this infographic by the International Customer Management…

The Death of Omni-channel and Birth of Any Media

The death of omni-channel

Part I – Blog Series Customers really do see many different interactions with your company across many disparate channels as a single conversation with a single entity—regardless of how many departments or organizations…

Is Your Company in Call Center Denial?

cloud contact centers ease caller and agent frustration

Are you in denial about running a call center? Lots of companies are. They don’t think that the heavy incoming customer calls they take really constitute a “real” call center or—if email, web…

Want to Lasso Customer Loyalty? Quit Siloing Customer Contact in Support

Customer loyalty lasso

Cruise through the pages of any business magazine, and you’ll wish you had a dollar for every senior executive who says that “customer loyalty and customer service are our top priorities.” And around…

Wrong Way, Watson! Breathe Soul into the New Customer Experience

Customer Service via Supercomputer

We’ve all heard, “Talk to the hand.” Now, financial services provider USAA has announced a pilot program whereby returning veterans seeking to make the transition to civilian society—and about 155,000 do each year—will…

Good Customer Service Is Still the Rule Great Companies Live By

customer satisfaction: glasses on report

Yesterday in this space, we discussed an idea that’s gotten a lot of play in the media lately—the idea that there is no relationship between how well a company does and the level of…

Great Customer Service Is Job #1 for CEOs

Customer satisfaction

Can  it really pay to be one of the most hated companies in America? That’s where the reasoning of a recent Bloomberg Businessweek editorial tries to take us. The author, Eric Chemi, argues that—contrary…