Most Recent Post | Steve Smith
There is a clear dissonance between what service organizations, such as telecommunications, are delivering and what customers expect. The telco industry is a highly competitive market, with organizations likely to invest, and compete, with each other for customer experience and acquisition. Understandably, telco customers hold high expectations for the service that they are paying for, yet the telco industry simply isn’t offering the expected experience to its customer base.
In light of the...
Karo Kilfeather | August 1, 2017
The old adage “you get what you pay for” has been a way to shrug off poor product or service quality for as long as most of us can remember. For consumers w...
ClickSoftware | July 10, 2017
Service organizations are constantly refining everything from process, to tools, to routing to make their technicians more efficient and productive. Of all the ...
Claudine Bianchi | July 5, 2017
Service today is more than just selling or fixing things. It's about providing value that a customer might not get elsewhere. This could mean providing recomme...
ClickSoftware | July 3, 2017
We’re living in a time when customer experience is the main competitive differentiator for businesses across industries. With the existence of technology such...
Claudine Bianchi | June 26, 2017
In order to meet the growing demands of customers, more and more field service organizations are turning to third-party contractors. Outsourcing employees is mu...
Claudine Bianchi | June 21, 2017
In today's digital world, customer expectations are higher than ever. As products become increasingly commoditized and similar, brand names and features no long...
ClickSoftware | June 19, 2017
There was a time when companies would give anything to stimulate conversations about their brands among customers. Perhaps nothing captured this better than the...
Paul Whitelam | June 13, 2017
Can you remember your last bad retail experience? Maybe you were making a large purchase, like a computer, and wanted to find the best one to fit your needs. Yo...
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