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customer purchases coffee with a mobile coupon

The State Of Customer Experience [INFOGRAPHIC]

In honor of Customer Experience Day, Temkin Group released its The State of Customer Experience infographic. The report is drawn from a number of Temkin’s research reports, including its experience ratings which evaluates more than 268 organizations…
omnichannel urgency

Omnichannel, Big Data, And “Dreadful” Departmental Silos

The basic idea behind omnichannel strategy is the reduction or elimination of customer experience fragmentation. Below are some examples of fragmentation from the most simple and obvious, to the more complex and inconspicuous: A company’s mobile site design, color schema…
Empowerment Through Play: Getting Girls Into STEM

Empowerment Through Play: Getting Girls Into STEM

In today’s STEM-driven economy, the need to talent ratio in the STEM (science, technology, engineering, and math) fields is less than favorable. The scarcity and availability of qualified talent in STEM is creating a huge talent
Don’t Be Afraid, Robots Are Our Friends

Don’t Be Afraid, Robots Are Our Friends

While the talk of robots in the workplace have been focused on job displacement, increasing unemployment rates, and re-educating the workforce to stay gainfully employed, maybe we’re paying attention to the wrong outcome?
Predictive Market Segments: The Next Frontier In Marketing Tech

Predictive Market Segments: The Next Frontier In Marketing Tech

In a world in which Amazon can predict which books you’ll read and online dating sites presume to predict racial dating preferences, it seems completely absurd…
drum

Timing, Not Time, Is Money

I once had a conversation with the set drummer of the Boston Pops Orchestra. I will indulge in some grandiosity to make a point: The Boston Pops Orchestra was, at…
robot

How To Do The Human Side Of Business Right

We live in a dehumanizing age. Electronic communication and the abstract commercial calculations of business are powerful and incredibly useful tools, but they also create a sense of separation between us and the people we work with or provide…
Workshifting Will Get Better Working Together

Workshifting Will Get Better Working Together

These days, I work from home. Mostly. My “workspace” is upstairs in a special section of our master bedroom I call my corner office nook, complete with a window backyard…
5 Customer Service Language Hacks

5 Customer Service Language Hacks

Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at…
nordstrom buys trunk club

30 Days Of #BRANDLOVE: Nordstrom

by Celia Brown, Editor, The Customer Edge Have you heard the story about a Nordstrom customer service representative giving a customer a refund for a tire? Even if that story is an urban legend, it resonates with what consumers…
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