Recent posts by:
Brian Koma - Vice President, Customer Experience Business Strategy
“How can I SPEAK to a human being???? “Terrible customer service! I am unable to speak to a rep regarding a billing question.” “I have been calling for months for you to correct my address. EVERY time it reverts back to the wrong address and my auto pay gets canceled…” These are real comments left ...
Ok, I’ll admit it. I’m a bit of a geek. From my mobile phone I can check to see if I closed my garage door after I get to the office, determine where a package is in transit and when it will be delivered, get social-enabled driving directions to route me dynamically around traffic, and change the ...
Businesses around the world are aggressively driving as many customer interactions as possible to digital channels (web, mobile web and mobile apps) because it helps lower the cost of doing business—and because customers are demanding it. In fact, a recent Verint survey of 24,000 consumers in 12 ...
What is an improvement in a company’s customer experience worth in dollars and cents? Customer experience (CX) professionals frequently encounter this question. In fact a recent Forrester Research survey found that 50% can’t answer it. 1
November 17 CRMXchange Webinar to Explore the Difference between Customer Experience Failure and Success The difference between delivering a customer experience failure or success can be razor thin. A colleague worked with a technology company that differentiated their commodity services with a ...
October 27th CXPA Webinar with Forrester to Explore the 3 E’s of CX Quality Effectiveness, ease and emotion are three key benchmarks to measuring the quality of your customer experience program. The latter is an especially powerful indicator of customer loyalty, not to mention a key trigger that ...
When people think about measuring customer satisfaction, they naturally assume a corollary is customer loyalty. Unfortunately, customer satisfaction can only be a reliable predictor of customer behavior, and by extension loyalty, when evaluated within the context of the customer journey. At what ...
If you are a fan of baseball, Kevin Costner or simply great movies, you probably have watched "Field of Dreams." Costner’s character, farmer Ray Kinsella, hears a whispering voice while walking one evening in his corn field. “If you build it, he will come.” Ray, with innocent enthusiasm, builds a ...
It’s sometimes hard to really know how your customers feel about you. Your methods for listening to and measuring your customer feedback are key to getting this right. Let’s start with your approach. Is the perspective of your customer feedback program Inside Out or Outside In? Unfortunately, ...
Capturing and analyzing customer input across web, telephone, email and mobile channels can help organizations drive customer engagement optimization. But what specific approaches should you take? One of the top accounting and business consulting firms in North America recognizes that customer ...

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