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Customer experience is now being defined by what occurs in the back office, but research shows that while automated processes in the back office are highly efficient, when it comes to the service phases where employees become involved, ineffiView the whole blog: The Genesys View: From good to great customer experience
When we want customer service, we tend to want it to be a good experience. And how long it takes is certainly part of the mix – it is one of the 4 key drivers of whether a customer experience is easy (Professor Moira Clark models effort driven by physical, emotional, mental and time).View the whole blog: Words of wisdom...
US operator Sprint (a champion of AYCE data plans) recently sent disclaimers to its top five percent of volume users limiting their supposedly unlimited usage.View the whole blog: Jennifer Kyriakakis, VP marketing at MATRIXX
In the run-up to autumn campaigns, Widespace compiled some strong European mobile-advertising trendsView the whole blog: Joy Dean, Head of Partnerships at Widespace
A question that we often get asked is ‘Do I really need to offer my customers new ways of resolving customer issues online?’, particularly from businesses who engage with customers on an ongoing basis and claim to have a very good customer caView the whole blog: Youstice
There’s no two ways about it - hacking or compromise of your online systems is a catastrophe for your business. So don’t let it happen.
There are many simple steps you can put in place as a business owner to protect the vital data and confidential information you deal with every day.View the whole blog: Cartridgesave.co.uk
Mystery shopping first became prevalent 40 years ago as a way of assessing employee integrity and the customer experience.View the whole blog: QuestBack's Customer Experience blog