The Unknown Customer

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Customer Journey Maps – the Top 10 Requirements (Revisited)

Two years ago I posted <i>Customer Journey Map – the Top 10 Requirements</i>. Since then, it’s been viewed over 60,000 times at this site, as well as many …

University of Maryland hopes to 'enhance the fan experience' by selling alcohol at its sporting events

The University of Maryland is very close to selling alcohol at their sporting events next season.<p>According to <i>The Washington Post</i>:<p>The Prince George’s County Board of License Commissioners, which holds final approval authority, will address the proposal during a public hearing July 8. Should it be …

Binge Drinking

Teaching A.I. About Anger Could Improve Your Customer Service Calls

image via (cc) flickr user jonpayneThe concept of a malevolent artificial intelligence has long been a staple in science and speculative fiction. …

The Future of Customer Service: These Companies Are Getting it Right

Companies know we don't approach them the way we used to. I almost always choose self-checkout and automated help chats, and I'm not usually willing …

Best IVR Systems - 2018 Reviews, Pricing & Demos

Plum is a cloud-based interactive voice response (IVR) solution that helps businesses in automating customer interactions and business processes. …

Customer Service

50 Companies That Get Twitter – and 50 That Don’t

Corporate tweeters need to know that they aren’t just promoting a brand or solving a problem: they are performing for an audience, supporting customers throughout their journey, and even, subtly, selling. The best, like American Airlines, make it feel natural. They have given their social media …

Social Media

The Art of Self Deception: Airline Execs Really Believe Consumers' Travel Experience Is Improving

The data are in and it’s true – the emperors of the airline industry have no clothes.<p>That’s metaphorically speaking, of course, when it comes to their belief that the customer experience onboard their flights (and in buying tickets, boarding and changing planes, and recovering checked bags) is …

Comcast's Hometown Customers May Hate Comcast More Than You Do

Comcast customers in Philadelphia, where the cable TV-Internet giant is based, report higher bills and lower satisfaction compared to other …

Customer Service

4 Ways To Improve Customer Experience Using Data

<i>Sara Vera is a data scientist at</i> <i>Insightly</i><i>, a CRM and project management tool.</i><p>In marketing, data is power. Surveys of marketers across industries suggest that brands of all shapes and sizes have hopped on the big data bandwagon. The Direct Marketing Association found that 84 percent of respondents …

Your Digital Strategy Shouldn’t Be About Attention

Are they talking about your brand? Around the clock? From Facefriend to Tweeter to Instapal?<p><i>Pssst.</i><p>That’s probably not the right question.<p>Today, too many strategists believe that a clever plan to win the internet’s attention is a good digital strategy.<p>It’s not. Why? The painful truth is: attention …

Marketing

Five Trends Shaping The Future Of Customer Service In 2015

In the future customer service will become increasingly savvy about how to deal with issues early on, even preventing them. Mobile technology, sensors and voice recognition will allow companies to communicate with the customer and add value in new ways. However most companies just aren’t there yet. …

Does Your Customer Service Bring People To Tears Like The Boston Red Sox?

Today marks the first day of 2015. Many companies will start the year with a renewed emphasis on their customers. For most, the Powerpoints and lip service will never materialize into sustained actions. Like most New Years resolutions, they’ll be a faint memory by February. For a special few …

Customer Service

Comcast cares? Companies clueless about customer dissatisfaction (study)

Businesses generally think they care well for their customers, according to a new report. Customers, unsurprisingly, disagree.<p>Violently.<p>While 73 percent of busineseses think they’re doing a good job of communicating to customers via SMS, email, phone calls, and other means of communication, only 36 …

We used Amazon for lunch delivery, and here’s what happened

Amazon.com already helped us order lunch in July, but back then, we were forced to pick up our food at the local BBQ joint because Amazon did not …

Black Friday Essentials: 10 Customer Service And Retail Trends You Need To Have Your Eye On

Here’s a timely refresher as we head out of Black Friday and on to Cyber Monday and the holiday selling season, in case you missed these pointers previously: 10 trending ways that customer service, customer experience and retail expectations–both storefront and eCommerce–are changing. Don’t …

Why companies should care about e-care

Digital customer service is now a strategic imperative, but its adoption is hampered by weaknesses in delivery strategies and incomplete measurement …

Customer Experience

Another nightmare Comcast customer service call surfaces

<b>A sign outside the Comcast Center in Philadelphia. (AP/Matt Rourke)</b><p>And it is painful to listen to<p>Sarah Gray<p>August 11, 2014 6:11pm (UTC)<p><i>Updated with response from Comcast:</i><p>Yet another painful snippet of audio between Comcast and a customer has surfaced on the Internet.<p>Nearly one month ago, audio of …

Comcast Confessions: why the cable guy is always late

The recording of the “Comcast Rep from Hell” has now been listened to more than 5 million times, sparking a conversation about the largest player in the nation’s cable industry. That debate is a timely one: Comcast is in the process of acquiring the second-largest cable provider, Time Warner Cable, …

Viral Craigslist post on smartphones in restaurants: Is tech ruining the dining experience?

Your smartphone is the scourge of restaurants. Customers snapping photos of food and dawdling on Facebook at meals have slowed down table service by …

Here’s why your Comcast rep is yelling at you

Warped employee incentives and an absence of competition make bad customer service inevitable<p>In 2006, a man named Vincent Ferrari called AOL and tried to cancel his internet service. It took him 21 minutes as an increasingly desperate customer service rep named John tried to talk him out of it. …

Contextual Routing: The Future of Customer Experience Management

Last year was the year of Big Data. Everyone was talking about it: where to get it, what to do with it once they had it, and how important it was to …

Customer Experience

The Downside of Personalization

Increasingly, we are surrounded by personalization – retail stores offering special deals based on your shopping history, Web sites serving up news …

Marketing

How to manage all your financial affairs from a $20 mobile phone

“I feel like a caveman who’s just been handed a Bic lighter,” reported Charles Graeber, a writer for Bloomberg Businessweek who recently went to Nairobi to check out M-Pesa, Kenya’s dominant mobile-money provider.<p>M-Pesa, which allows Kenyans to send each other money via a simple text message, is …

FinTech

Amazon's Smartphone Ambitions Go Beyond Making Shopping Easier

Amazon is aiming to change up the smartphone market itself, with a new type of hands-free interface and other features.<p>No, it’s not the equivalent of January, 2007, when Steve Jobs unveiled Apple’s iPhone, the first modern smartphone, with revolutionary features like multi-touch navigation and …

Social Security's continuing assault on its own customer service

It would be incorrect to call the dramatic deterioration in customer service and outreach at the Social Security Administration a dirty little secret.<p>It's no secret to the increasing number of people who get a busy signal when they call the agency's 800-number help line. Or those who have to find a …

Here’s The Lousy Advice Apple Is Giving People Who Can’t Receive Texts From iPhone Users

Details<p>AngryJulieMonday / Flickr, CC<p>Apple employees are giving customers who no longer receive text messages from iPhone users some pretty terrible …

What Does The Future Of Retail Look Like? Four Young Companies Provide A Glimpse

There was a lot to digest at Jason Calacanis’ and Pivotal Labs‘ Launch Beacon conference on Monday, an event devoted to exploring trends around e-commerce, retail, payments and location-based technology.<p>To this audience member, the most interesting bits came from the morning demos of four companies …