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Community for Customers, Partners and Users – Self-Service

In Best Practices, Project Management, Tips & Tricks, Transforming Your Customer Service Organization Series by Andy YangLeave a Comment

When you buy something from a company you have certain expectations on the service level you will receive. When you do run into an issue, how many times have you been frustrated with not being able to get the right answer quickly? These failed moments decrease customer satisfaction and damage the chance to create customers for life.

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Community for Customers, Partners and Users – The Customer Experience

In Best Practices, Project Management, Tips & Tricks by Andy YangLeave a Comment

Your website is a significant component of your brand identity. How the customer views interact with your website plays a huge role in your overall customer experience. The cost of putting together a professional, highly branded website has been driven so low that a customer would be highly suspect if the experience was less than the industry standard.

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Transforming Your Customer Service Organization – What’s Keeping You from Innovating and Differentiating?

In Best Practices, Project Management, Tips & Tricks, Transforming Your Customer Service Organization Series by Andy YangLeave a Comment

The pace of competition has always been high. Incumbents can be displaced in mere days as consumer switching costs get driven to near zero in many industries. Keeping up with your competition enables you to just survive. Innovating beyond your competitors is necessary to thrive and grow.