By Karen Mangia
What does it take to build and sustain a customer-centric culture in your organization? What are the key decisions to accelerate your progress? What would you do differently if you could build your Voice of Customer program from scratch?
By Emily Stanford in Service, Service Cloud, Community
The pillars that are driving a superior customer service experience are changing. It used to be that just answering a customer’s question correctly and in a somewhat timely manner would cut it — but in 2016 that’s not so. Your customers carry more devices, and are more connected, informed and empowered. Today’s ultra-smart customer demands connected, seamless interactions, experiences where they can choose the service that best suits their needs and consistently offers personalized journeys across all devices. More often than not, the future of business success often depends on whether companies can deliver on those expectations.
By Heather Foley
Running a small company is a lot like spinning plates. You need to be responsible for ensuring monthly salaries are paid, creating opportunities for growth, keeping customers satisfied and ensuring your teams are happy too. Do you really have time to worry about the environment? Has the issue of sustainability taken rather a back seat?