Covered in this blog article: A) The brand promise B) Customer bill of rights definition C) Why the customer bill of rights is needed and important D) Company mantra, tagline, and brand promise examples E) The hierarchy of company mantra, tagline, brand promise and customer bill of rights F) Customer bill of rights company examples G) Internal service organization customer bill of rights treatment standards H) How to get started creating your own customer bill of rights The Familiar Brand Promise:We have all heard of a brand promise and have an idea of what this is all about. Simply put, a br ..read more

Robotic Process Automation (RPA) Illustration A. What is RPA, a simple definition. B. The customer experience and business benefits of RPA. C. RPA market growth/trends. D. RPA Use Cases & Examples of how RPA Enables Better Customer Service & Experience. E. Top Companies embracing the use of RPA. F. Top RPA Solution Platforms. G. Top RPA System Integrators, Service Providers. H. How to get started in leveraging RPA. I. RPA Best Practices J. RPA, 911 & where to get immediate RPA assistance and additional insights. A) What is RPA, a simple definition: Robotic process automation (RPA ..read more

Topics covered in this blog:1) The simple definitions for the Internet of Things (IoT) and Telematics 2) Illustration of IoT personal and business devices, uses 3) IoT Trends 4) IoT Growth in Spend and Market Size 5) IoT enablers and why IoT has become so pervasive 6) How does IoT work 7) The benefits of IoT 8) The positives and negatives of IoT 9) The most Popular IoT Architecture Platforms in 2021 10) The 10 Hottest Industrial IoT Platforms Of 2020 11) The most Popular IoT Services Companies for 2021: 12) Sample IoT Use Cases that illustrate the Customer Experience Benefits: a) Customer, Per ..read more

Top 5 Topics Covered Current trends in the adoption of AI as applied to customer service. The business case for AI adoption in customer service. Common use cases for AI powered customer service delivery. Real companies that have implemented AI driven customer service. How to get started implementing AI applications for customer service. The application of AI for customer service has been traditionally viewed with skepticism and believed to be somewhat bleeding edge as a non-matured and risky investment prior to 2018. While this has been true up to that point in time, this reality is quickly ..read more

How & why top companies are inverting their organization charts and putting their own customers in charge of customer operations while increasing Customer Diversity & Inclusion (D&I). How and why this practice also leads to the following ratings: 1) Higher NPS, 2) Increased customer loyalty, 3) Increased customer satisfaction levels & CSAT, 4) Growth in customer zealots that virally promote your brands and company, 5) Increased customer diversity and inclusion (D&I). The top 10 things you will learn by reading this blog: 1) The spectrum of customer first cultures – find out ..read more

The top 10 things you will learn by reading this blog article:1) What a customer journey map is and what it is used for. 2) What a customer service map is and what it used for. 3) The business benefits of developing a best practice customer journey. 4) How a customer journey map and a customer service map relate and map to each other. 5) Best practices in the development of customer journey maps and customer service maps. 6) How to build a hierarchy of customer journey map levels such that a customer service map is a natural outcome of the customer journey mapping process. 7) What completed ex ..read more

How a company’s primary Archetype drives an authentic brand and the delivery of exceptional customer service and customer experiences After being hired as a consultant and researching numerous companies, I have discovered the following as to why some achieve market leadership while others do not. What I have discovered is that market leading companies like Amazon, Intuit, American Express, Apple, Southwest Airlines, Wegmans, Gartner, Nielsen, Lego, Hallmark, Disney, etc., have all achieved a high degree of alignment between their ABCs – their organizational Archetype, their corporate Brand an ..read more

Surprise & Delight Customer Service The following is what you will learn by reading this blog: The main business capabilities for a company to possess to deliver superb and legendary customer service The most critical capabilities to develop in order to enable your front-line employees to be able to deliver excellent customer service The introduction of the concept and definition of Surprise & Delight Customer Service and how the world’s top customer service companies deliver this consistently Examples of the best Surprise & Delight Customer Service that I have personally encoun ..read more

Wanted – Chief Customer Officer ! _ The above posting for a Chief Customer Officer has been seen in increasing numbers in the past 10 year.  Why you might ask? The reason is simple in that many companies are starting to realize that if the customer is elated with their customer experience, they will transition themselves into unpaid sales and marketing {free} viral agents for the company, telling everybody they encounter how great the company is, how much the company cares about their customers, how they truly deliver wonderful customer experiences. The company then becomes a market leader wit ..read more

The following are the top 10 concepts you will learn in this blog article: What are the most common set of metrics used to measure customer experience quality and effectiveness. What these common customer experience metrics are used for When are these best practice customer experience metrics best measured What a customer journey (a.k.a. customer life-cycle) is and how it related to customer experience metrics Why a balanced scorecard is better than any one single customer experience metric Why NPS is not sufficient to provide a comprehensive picture of your customer experience qual ..read more