In preparation for an in-depth analysis of Customer Experience and its connection to customer loyalty and satisfaction, the Nuance Creative Services team decided to take a look at online-based or "non-brick and mortar" companies that: Consistently rank high in customer satisfaction surveys...
Posted to
Insight from the Customer Experience Experts
by
Ilene Kaminsky
on
07-29-2009
Filed under:
Filed under: customer experience, blog, CSRs, IVR branding, customer service representative, analysis, contact center, Self Service, strategic planning, corporate social media, Zappos.com, customer loyalty
For my post today, someone suggested I write about branding the IVR. This is something I frequently talk to customers about, often under the umbrella of our Voice Identity Program. When I refer to branding, I'm talking about the goal of deliberately invoking certain feelings and emotions in callers...