One of the topics CS/CX leaders think about often is how to make service seamless and effortless, which of course ultimately creates a great customer experience and can reduce service-related expenses. GoDaddy.com recently added an interesting feature to their account management screens, which helps customers determine whether or not they wish to leave on-line self-help and call GoDaddy’s support teams. In… [Read more…]
Today’s blog is courtesy guest blogger P. J. Weyforth, Customer Service, Sales, and BPO Executive, most recently Senior Vice President Operations with TeleTech@Home. ******** Unless you’ve had your head in the sand, it would be hard to miss all the articles, webinars, conferences, and general discussion about the importance for corporations to get their house in order… [Read more…]
Netflix’s brand has taken another very public beating this week with the announcement that Wal-Mart is ready to settle their portion of the current Class Action lawsuit against both of them; costing Wal-Mart approximately $27.5 million. At issue? Allegations that Netflix and Wal-Mart may have conspired to inflate DVD rental and purchase prices, which ultimately could have… [Read more…]
Netflix continues to hemorrhage customers and its stock price is reflecting these defections. Per today’s Huffington Post, “Netflix has lost 800,000 subscribers in the last three months, according to numbers released as part of the company’s third quarter financial report on Thursday. The streaming-and-DVD site is down to 23.8 million users as of September 30, 2011,… [Read more…]
As a Customer Experience leader, I am regularly asked for proof that customer experiences are tied to a company’s finances. Netflix could not be a better example of this very issue. Netflix has recently learned a painful public lesson about the power of customers, and ensuring that all customer experiences are brand-aligned and relevant. Netflix and its… [Read more…]
Tonight, a brave, bold, daring, visionary man died and there is a gaping hole in our world that cannot be filled. No matter what has been said about Steve Jobs throughout the years, I think that no one can dispute that he served in a way that had customers following him with a commitment and fervor… [Read more…]
So much social media and so few tools – or maybe not. Tools to monitor, measure, and manage social media usage and conversations seem to be proliferating just as fast as Facebook, Twitter, and Google make changes to their applications. Most service leaders don’t even know what criteria to use when researching social media tools,… [Read more…]
There’s an often quoted but hard to validate statistic, saying that 70% of all social media posts about companies and their products or services are actually customer service (or customer experience) failures. If that number is even remotely correct, then social media offers the double-edged sword of servicing customers where and when they wish to be served along… [Read more…]
Levi’s announces their new line of clothing called The Commuter. The Commuter line is all about customers who are cyclists or would be cyclists if it were somehow easier to cycle. These clothes have built-in features such as reflection tape, stylish utility waistband for hanging a bicycle lock, stretchy jean fabric, water repellant material, and… [Read more…]
Walgreens has just elevated the definition of ‘convenience store’ to new heights and I think this is wonderful. Announcing Web Pickup; a service that is sharply customer focused, from the customer’s perspective. On its new and improved website, customers can select products, renew prescriptions, upload camera picture files for printing, see appropriate targeted coupons, and… [Read more…]
January 24, 2012
0