Monday, March 2, 2015

Putting Yourself in the Customer’s Shoes Doesn’t Work: An Interview with Johannes Hattula



Empathy can sometimes backfire.



Source: hbr.org


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Caring After the Sale – the Missing Step in Creating Customer Loyalty



Showing customers they matter after the transaction is complete is a critical step in the customer journey. It validates that you care. However, most companies miss that piece of the puzzle. In order to develop true customer loyalty, the shopping experience must be more than just a transactional exchange. Gestures of appreciation are necessary to remind customers they are important to you.Not enough managers test their own systems by buying something from the company and seeing how they feel thr



Source: www.linkedin.com


The old sales adage “Don’t confuse Sell, with Install”, is dangerous to any organization seeking to build a long term customer relationship. #custserv #customerjourney #cx


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Machines as contact centre agents – IT-Online



Artificial Intelligence is not yet a reality. But very smart computers are. They’re poised to take over all sorts of routine, repetitive tasks.



Source: it-online.co.za


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Nebo launches multilingual call centre – Nigerian Tribune



The Minister of Power, Professor Chinedu Nebo, on Thursday, launched a service call centre for the ministry to enhance service delivery. He said this…



Source: www.tribune.com.ng


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Rogers, Quovim C3 bringing new possibilities to call centres with multi … – ITBusiness.ca



Cloud-based contact centre technology and multi-channel communications is opening new efficiencies for call centre operators and agents, says a solution provider helping



Source: www.itbusiness.ca


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Finextra PR: MasterCard partners Cubic on mobile customer experience for commuters



Finextra: At Mobile World Congress, MasterCard today announced a global partnership with Cubic Transportation Systems, a leading provider for smart city solutions across North America, Europe, Middle East and Asia-Pacific.



Source: www.finextra.com


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Toronto’s Pearson Airport offers free music and book downloads



It only works when you’re actually there, but the gifts are yours to keep.



Source: http://ift.tt/Od6BzW


Will free music and book downloads improve the #custsexp and wait at YYZ? Amex thinks so. #custserv #cx


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