Category: Customer Service

“NOF” Not Our Fault = Is An Opportunity

Imagine sitting in your quarterly meeting. They’re discussing your department’s performance metrics.  For five minutes, you worry, “this isn’t going in my favor!” Your mind is racing, breathing growing more rapid. Feet begin tapping, uncontrollably. Your hand is tentatively rising, reaching the side of your head. You desperately want to cut in. You badly want ...

First Impressions: Apple Business Chat

Imagine ordering a replacement credit card or changing your hotel reservation being as easy as texting your friend. That was Apple’s vision when they introduced Apple Business Chat as part of iOS 11.3, released in March 2018. If you’re an iPhone, iPad, or Mac user, Apple Business Chat brings the convenience of live chat support ...

Accelerating Feedback, Justifying Development, and Anticipating Questions with AI

Customer support is about expectations, and the expectations that customers have today were shaped by their previous experiences. No customer experience exists in a vacuum either. Expectations for all service providers are influenced by all service providers in every industry. Consumer expectations are changing all the time. As businesses scramble to get a competitive advantage ...

GREATER Practices for Live Chat Support

Live chat support continues to grow in popularity with customers and service providers, but chat has its own nuances and challenges that make it different from other channels. Learn how to to make your chat GREATER than the competition.

Andrew Gilliam

Welcome, Andrew!

It is my pleasure to announce my blogging partnership with Andrew Gilliam! I tend to have a magnetic draw to people who approach life with passion, articulacy and professionalism. Andrew has been a fire underneath my bottom, cultivated thought-leader and fresh voice in my life (and on CX Accelerator) for many months now. I am ...

We’ve Poisoned the Self-Service Well

Self-service technologies like interactive voice response (IVR) and chatbot systems have a bad reputation. Many customers view them as roadblocks in their journeys, pain points to be eliminated. The technology was well intended, but as Peter Drucker said, “culture eats strategy for breakfast.” Have poor implementations contaminated the water? It’s true, the water has been ...

Rules for Using Your Customer’s Name

Using customer names is the most simple form of service personalization, but it can go wrong. Here are five simple rules to use customer names effectively.