Tag: Customer Care Strategy

Why Most Surveys Suck

Let’s be honest, most surveys suck. When was the last time you said, “Wow! That was a great survey experience,” as a customer? I’ve never heard those words. I know for a fact that surveys can improve the lives of experience managers and customers alike, and there’s no shortage of data, expert advice, and consultants ...

“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 ...

Target On Trial: The Enhancer That Broke Customer Trust

I hail from Minneapolis. The bold, urban north that houses the headquarters of many Fortune 500 organizations, including the retail giant Target. I used to be a level ten Target groupie, not just because of the influence they have on the city that I call home, but due to the fact that they have always ...

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 ...