Below are blog posts, articles and tips focused on customer service and experience. To view just the articles (typically longer than a blog post), click here.
It’s been in the news. Lowe’s, the chain home improvement store, is experimenting with robots that help with customer service. I have seen an amazing video of a customer holding an item in front of the robot, and then that robot actually leading the customer through the store to the exact location of the item.
At first I thought, “How cool is this!” Then I started thinking about what was great – and not so great – about this new technology. Read More »
Four in ten senior executives in larger companies don’t know the lifetime value of their customers. That’s according to MarketingCharts who quoted a Forbes and Sitecore study that surveyed 312 senior executives in North American companies. Not only did 40% of the leadership surveyed not know the financial value of their customers, over half of them don’t plan to. In other words, they don’t care or see the merit in this important number. Read More »
TOP CUSTOMER SERVICE AND BUSINESS ARTICLES
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Read More »
You can have outstanding customer service, but it only takes one mistake to erode the customer’s confidence, thus diminishing the chance you’ll have at gaining the customer’s loyalty. This mistake can be summed up in one simple sentence: Read More »