Tag: Customer Service

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.

Experience This! Episode 38: How Nespresso Nails the Customer Experience Lifecycle

It was my pleasure to be featured on Episode 38 of the Experience This! show where I discussed Nespresso’s strategy and fantastic customer experience with hosts Joey Coleman and Dan Gingiss. Listen to the episode and get more information here!