Category: Customer Experience

  • 12-Steps to Implementing a Successful BOT Strategy

    12-Steps to Implementing a Successful BOT Strategy

    During the implementation of Sherlock – the chatbot about knowledge – I learned a great deal about chatbots and the effort it takes to create a “conversation-like” interface that can successfully support customers. An adoption strategy must first identify the required customer-facing knowledge to program the bot effectively. Based on my experiences, I have developed…

  • The Anatomy of a Conversation: Strategies for Using Knowledge to Build Automated Conversations

    The Anatomy of a Conversation: Strategies for Using Knowledge to Build Automated Conversations

    Language is complex. A great conversation is even more complicated. Teaching BOTS to have a human-like conversation is much more than just adding knowledge articles in response to typical questions asked by our customers. For a BOT strategy to be successful, our customers must think and feel like they are having a conversation with someone…

  • Navigating the Road to Customer Satisfaction: Combining CEM and ITSM

    Navigating the Road to Customer Satisfaction: Combining CEM and ITSM

    Customer Experience Management is a strategic focus on managing all interactions with a customer across the entire experience with a product or service. Organizations need to engineer a customer experience that creates a vision of what they want to provide, distinguishes services from the competition, and creates loyal customer advocates that tell others how great…

  • Key West Dream Vacation – But Not with Avis

    Key West Dream Vacation – But Not with Avis

    It was my dream vacation. I love warm weather. I love the sun. I love beaches. And I love Jeeps – in particular, my Jeep Wrangler. I grew up in Toledo, Ohio near the Jeep factory. My father worked at Chevrolet. I was rebellious – you get the picture. I have only ever owned Jeeps.…

  • First. Be A Good Customer

    First. Be A Good Customer

    My children will tell you that I am the worst person to give poor customer service. Why? Because I build customer service organizations for a living. And when I am on the receiving end of a bad experience, it is as if I am critiquing a paper in my head while I’m reading it. In a…

  • Create a Simple, Yet Meaningful Marketing Message

    Create a Simple, Yet Meaningful Marketing Message

    When designing a new customer experience, you need first to build a successful platform. Building a platform starts with developing a meaningful marketing message. Not a lengthy vision statement that establishes a common goal for the organization, but a message that simply and cleanly tells your customers about your service. Building A Platform Great platforms…

  • Customer Advocacy and Incident Management

    Customer Advocacy and Incident Management

    The IT organization exists to efficiently provision and support technology to meet business objectives. Technology enables companies to perform their core business processes. When the technology fails, the Service Desk is the first point of contact for the customer into the IT organization and it serves as the customer advocate throughout the Incident Management process.…