Tag Archives: CX Lab

Webinar: Customer Service – Staying One Step Ahead

On Wednesday this week I’ll be participating in a Webinar focused on how customer service is changing and how companies with expertise in delivering a great customer experience (CX) are developing a new role as partners to their clients. The … Continue reading

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Making services innovation a reality today

Outsource Magazine and the consulting firm Alsbridge were recently looking for some examples of innovation so I thought I’d respond here on the blog with a few ideas. Innovation is a word that is used so often in product brochures … Continue reading

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Are you ignoring those silent, dissatisfied customers?

The business magazine Forbes recently featured an article that suggests only 25% of dissatisfied customers let companies know that they are unhappy with a product or service received. The vast majority of customers stay silent and just never return to … Continue reading

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True innovation comes from a deep understanding of the present – and past

When industry analysts and other key influencers hand out awards and accolades, there are generally two important measures of success; who is operationally the best at delivering a great service day after day and who is the most innovative and … Continue reading

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