5 Articles Tagged customer journey

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Digital transformation: A mindset and a journey, not just technology

  • Laura Bassett
  • June 27, 2016 | 2 minutes to read
  • My sister-in-law recently took on a new role managing a team of 16 contact center agents. The other day, she said she doesn’t understand why…
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Brand-loyal to a fault: Brainwashing or persistently positive customer experience?

  • Laura Bassett
  • June 13, 2016 | 3 minutes to read
  • I was on a call the other day when my husband, a once avid runner looking to get started again, texted me a picture from…
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3 Ways to Solve Your Customers' Problem the First Time

  • Laura Bassett
  • January 28, 2014 | 2 minutes to read
  • I'm often asked how to deal with problem customers--customers who call back over and over with the same issue or with related issues. A clue…
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Digging Deeper Into Customer Experience Management

  • Laura Bassett
  • April 8, 2013 | 5 minutes to read
  • Today you'll be hearing from a guest blogger who I had the pleasure of introducing a few months ago. John Quaglietta has extensive hands-on learning…
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How Does This Thing Work, Anyhow?

  • Laura Bassett
  • January 31, 2013 | 4 minutes to read
  • ALL ABOARD! Proactive on-boarding to Ensure a Comfortable Customer Journey. Today our guest blogger, John Quaglietta, will be expanding on his thoughts from his last…