AUTHOR: Colin Shaw
I saw this brilliant video by the RSA Animate series depicting “Bestselling author, political adviser and social and ethical prophet Jeremy Rifkin investigates the evolution of empathy and the profound ways that it has shaped our development and our society.”
If your employees are unhappy because they are having a poor employee experience, then how can you expect them to deliver a quality customer experience? They will most likely make your customers feel unhappy. It may seem like a simple idea, but thats its brilliance. Treat your people with the respect you want to treat your customers.
Help Chat Boxes – Advice for your online customer experience
Author: Colin Shaw
Trying to move customers through your customer service journey can be treacherous endeavour, but lending a helping hand is always a good thing right?
Well, it may be wrong. According to the recent North American Technographics Customer Experience Online Survey [Q4 2009 US], only 27% of online consumers agree with the statement, “I like having an instant messaging/online chat box appear and ask if I need help with my online research or purchase.”. Therefore the rest must see it as annoying when they don’t initiate the dialogue?
Is there a happy medium? Forrester’s Diane Clarkson suggests the following:
Read Diane’s original post here