1 Jan 2019

How trust translates into dividends for your business

This quote from the Harvard Business Review resonates with me: “When trust goes down (in a relationship, on a team, in an organization, or with a partner or customer), speed goes down and cost goes up.” The good news, as the article notes, is that with increased trust, costs decrease while speed increases – resulting…

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1 Jan 2019

How to deliver faster, more effective CX at a lower cost

Delivering a fast, effective, outcome-driven service experience, for the greatest possible margin, is the holy grail for organizations. But while the desire is there, the reality is vastly different. Look no further than Forrester prediction for customer experience (CX) initiatives in 2019: Stagnating CX quality will cause short, destructive price wars. Up to 20% of companies…

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1 Jan 2019

How to harness the power of Millennials for better CX

You might know that millennials make up almost 20% of the world’s population. Here’s a statistic that matters more for your business: By 2025, millennials will comprise 75% of the global workforce. – Ernst and Young Global Generations: A Global Study on Work-Life Challenges Across Generations Ignore this impending reality at your own peril –…

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1 Jan 2019

How to prevent ‘speed dating’ syndrome in procurement

The more requests for proposal (RFPs) I participate in, the more I wonder: has today’s procurement process turned to “speed dating”? In an attempt to streamline evaluations of suppliers, more and more procurement organizations are relying on the standard mechanism by which organizations typically vet potential outsourcing partners – the request for proposal (RFP). For…

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12 Dec 2018

Three customer-care conversations you need to have in 2019

In the era of customer obsession, the experience we deliver customers is the new battlefield on which organizations are competing. Once the “uncool kid” of the party, the contact center has found new fame in heralding the customer journey – and customer service experts have become pivotal to the experience, employing new tools and technology…

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12 Dec 2018

Going from omnichannel to channel-less CX

We’ve come a long way since Henry Ford (reportedly) declared, “Any customer can have a car painted any color that he wants so long as it is black.” Flash forward to PayPal CEO Dan Schulman asserting that in 20 years there will be no more credit cards: “Everyone will have a smartphone, enabling consumers to…

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12 Dec 2018

Are seasonal peaks still souring your festive season? More tips to consider for 2019

This article is a continuation of one I posted last week regarding preparing now to better handle spikes in volume during next year’s peak seasons. After thinking about the strategies I mentioned in my first post on combatting seasonal peaks, I may have left the best for last. The way you respond to call volume…

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12 Dec 2018

Challenges with your seasonal peaks? Tips for better CX next year

Every year organizations invest millions to deliver a high-quality customer experience (CX) during their seasonal periods. There’s a reason for that: In 2017, holiday retail sales were estimated to account for $680.4 billion – as much as 30% of retailers’ annual sales. One-third of your year, captured within a six-week time frame. January, June, and July…

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12 Dec 2018

The iceberg that’s killing so many customer conversion rates

An HBR study concluded that customers with whom you strike an emotional connection create double the lifetime value for a brand. So what would raising your net promoter score (NPS) by 30 basis points mean to your business? The price of conversion – especially as it comes to right-shoring – determining your ideal combination of nearshore/offshore/onshore capabilities, frequently…

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12 Dec 2018

What your customers want from loyalty programs

When was the last time you heard someone gushing about a loyalty program – outside of an annual report or an investors’ conference? Customers today are more demanding than ever before as loyalty programs become part of the nondifferentiated status quo. Flo Lugi, non-executive chairman of the Global Hotel Alliance, sums it up here: “Most consumers…

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