Archive for “Morgan Pulitzer” Post

What Bob’s Burgers Can Teach Customer Service Managers

What Does a TV Show Have to Do with Managing CS Agents We understand that some CS managers reading this will be skeptical about the "lessons" they can learn from a TV show But our previous blog post with some lessons from “Bob’s Burgers” was wildly popular We'd like to think it's because[...]

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How to Prevent Credit Card Fraud with Speech Analytics

Credit card fraud is an ongoing concern for both businesses and customers Hundreds of thousands of financial fraud reports are recorded annually, with people finding themselves victims of erroneous charges or even worse, identity theft And while those who would illicitly access financial data[...]

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3 Simple Tips for Dealing with Angry Customers

While it's important to meet certain business expectations, such as sales and fulfillment quotas, it's just as important to meet customer expectations In fact, the customer experience is critical to any business's success That's why meeting and even exceeding customer expectations should be a[...]

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Using Consumer Data to Improve the Customer Experience

Last week, we looked at why companies don't focus on the customer experience This week we'll give you some ways to use consumer data to improve the customer experience But first, a few stats to drive home the importance of the customer experience Studies show a negative customer experience[...]

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Why Don’t Companies Focus on Customer Experience?

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel” -Maya Angelou The late Maya Angelou may have been talking about life in general, but this quote can certainly be applied to the customer[...]

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Customer Experience Trends for 2019

Predicting the Customer Experience Trends for 2019 It’s hard to believe there was a time when it seemed like the only person talking about customer experience was Founder and CEO of Zappos, Tony Hsieh Now it’s commonly known that the customer experience is one of, if not the, defining[...]

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Taking the Buzz Out of Customer Experience Buzzwords

Getting Past the “Buzz” of Customer Experience Buzzwords The term “buzzword” tends to have a negative connotation because these terms are often overused and lose their original impact as a result However, certain customer experience buzzwords maintain their integrity and continue to[...]

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