Check out what Nuance's own Amy Livingstone has to say about customer loyalty vs. satisfaction and some great strategies to promote loyalty through the contact center.
This is the second installment of Dena Skrbina's post on how consumers, having been conditioned by the ATM experience, are expecting an increasingly high level of sophistication from phone self-service. Advancements in speech recognition have made it possible to provide an automated phone service...
Nuance's Amy Livingstone talks about how outbound customer care can improve the customer experience. And why consumer's love getting outbound notifications!
Posted to
Customer Experience Experts Blog
on 05-11-2010
Filed under: self-service, customer service representative, outbound customer care: speech automation, proactive notifications
Most likely you’ve flown Southwest Air, and if you anything like me, I LUV them because of price and convenience of scheduling on flights under 500 miles. I like Southwest, and indeed sometimes I love them because the get me home on nights when sometimes I never expected to sleep in my own bed...
Posted to
Customer Experience Experts Blog
by
Ilene Kaminsky
on 04-08-2010
Filed under: customer experience, benchmarking , customer service representative, contact center, customer loyalty, misdirects, customer service, outbound customer care: speech automation, customer care, customer satisfaction, IVR, cross-channel, multimodal, multichannel
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
Customer Experience Experts Blog
by
Ilene Kaminsky
on 07-29-2009
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
