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New Social Media Tools Revolutionize Customer Feedback
A look at some digital tools that can help you gather customer feedback early on. By Giovanna Fabiano A company releases a new tech gadget and there’s a sudden barrage of calls complaining about a...
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The Changing Face of Customer Support
Self-help websites will save money on customer support, but only if your site actually supports your customers. Tim Deluca-Smith, vice president of Marketing, WDS, A Xerox Company Increasingly, today’s...
View ArticleHow Retailers Can Provide a Brick-and-Mortar and Online Experience
Consumers who purchase via multiple selling channels are more profitable for retailers. By Paul Wolf, vice president, Retail Services, Xerox As the e-commerce boom continues, brick-and-mortar retailers...
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The Basics Are Fundamental to Customer Acquisition
By Tim Deluca-Smith, vice president of Marketing, WDS, A Xerox Company Recent results from the annual WDS Mobile Loyalty Audit underline that service price, reliability and network coverage remain key...
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How Rewards Programs Build Customer Loyalty
By Giovanna Fabiano In the heyday of air travel, loyalty was rewarded with better service and fancy upgrades. Today, most brands have adopted their own programs, but are they effective? American...
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‘If We Don’t Take Care of the Customer, Somebody Else Will’
By Jeff Jacobson, president of Technology Business for Xerox (From the editor: Jeff Jacobson (photo above) was appointed president of the Xerox Technology Business. His appointment is effective today,...
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Customer Relationship Surveys – Are They Really Necessary?
By Suzanne Short The goal of Customer Relationship Surveys is to gain a clear understanding of how customers perceive relationships, be it with their vendor, supplier, or service provider. But are they...
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Five Steps for Coping with Difficult People
By Donald B. Stephens An irrational boss; a spiteful coworker; a customer that is never satisfied and seems to take pleasure in watching you squirm – we’ve all had them and they can compound a...
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Cold Calling the Future: 5 Ways to Sell to a Millennial
By Travis Gnehm With Millennials (like me) stepping into decision-making roles within the next 10 years, sales executives must adapt to how this new generation does business. The most unique...
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Key to Challenger Sales: Teach Your Customer Something New
By Sachin Shenolikar Pounding the pavement. Building relationships. Probing customers with questions to get a sense of what they need. Those strategies were once considered tried and true ways to make...
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Inertia: The Customer Service Elephant in the Room
There’s a reason why most people do not change their wireless provider, and it’s not because they’re delighted with the service. By Tim Deluca-Smith, vice president of Marketing, WDS, A Xerox Company...
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How Avatars and Games Improve Customer Service
We use the same feedback loops as online games in order to improve customer service at our call centers. By Ben Hanrahan, Xerox researcher “Game dynamics in the workplace helps [call center] agents and...
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Customer Service Key When Consumers Decide to Switch Telecom Service
By Tim Deluca-Smith, vice president of Marketing, WDS, A Xerox Company Flawless customer support and effective mobile loyalty programs are key factors when telecoms users decide whether or not to...
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Low Customer Satisfaction Scores Plague Mobile Telecomm Operators
By Tim Deluca-Smith, vice president of Marketing, WDS, A Xerox Company Mobile telecomm operators suffer from some of the worst levels of customer satisfaction in the world. The annual WDS Loyalty...
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How Well Can Artificial Intelligence Run the Help Desk of the Future?
By Tim Joyce, CIO at WDS, A Xerox Company (From the editor: This article was originally published on The Huffington Post.) It’s a very hot day. Your calendar is very tight, and the back of your mind is...
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Yes, Computers Can Provide Customer Support
By Sachin Shenolikar “Every time an agent resolves a customer problem, that’s another learned interaction, the machine remembers.” – Tim Deluca-Smith, vice president of marketing at WDS, A Xerox...
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Nobody Reads the Manual, So Neither Should Virtual Agents
By Tim Deluca-Smith, vice president of Marketing, WDS, A Xerox Company Do you read product manuals when you need customer support? More often than not, the answer to this question is no. But why?...
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How to Teach Machines to Hold a Conversation
By Tim Joyce, CIO at WDS, A Xerox Company Before digital self-care tools can interact with your customers, they must understand what’s being said. By the age of six, most children can understand not...
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What Is Machine Learning Anyway?
By Tim Joyce “Brands will be able to map customer lifecycles and predict future interactions with every customer, as well as potential issues that are likely to occur.” – Tim Joyce, CIO at WDS, A Xerox...
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Billion Dollar Opportunity Transforms Customer Care
By Scott Silence, program manager for Customer Care, Xerox Research Centre Europe It may not be obvious at first glance, but the changes in the customer care domain are similar to how the automotive...
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