Flying into every meeting with the right charts and graphs, waving the influence wand to make products defect free and removing those boulders of productivity.. It’s a bird, it’s a plane, it’s “CustomerSat Kat“…one of the first, customer support intelligence superheroes. Do you have the goods to create customer support intelligence superheroes in your department? Every customer contact, every e-support request, every tech support problem should be considered a learning opportunity for the organization at large. More specifically, an opportunity that can help the organization improve products & services, elevate the customer experience, reduce costs and drive sales revenue. You can make this happen, byRead More →

In most cases when I have to call a customer service or tech support department, I expect the worst…..long and confusing phone menus (cable TV), continual transfers to get you to the right person (banks), long wait times (the recording, “we are experiencing higher than average call volume”, is always on) and frustrating conversations with employees who may or may not have the appropriate training. But, I absolutely LOVE Go Daddy technical support. I store all of my domains with Go Daddy and use them for website and blog hosting. Because I use so many different services across numerous sites, I occasionally need help andRead More →

Most customer experience maps exclude one of the most important, most influential indicators related to driving loyalty, which is customer emotion. Bored during Hurrican Irene, I was perusing Twitter updates and stumbled upon a link called “Mapping The Emotional Customer Experience”. I clicked to learn more, because the topic sounded intriguing. The related projects I had been involved in to date were all process or technically oriented and did not consider emotions or feelings. I clicked on the link and spent quite awhile reading an article and then listening to a webinar called, “See What Your Customers See: Mapping Your Real Customer Experience” from BeyondRead More →