About 90 days ago I was on a monthly zoom call with colleagues (California had sheltered-in-place already). On this call, we took a straw poll to see…… Read more “Customer Behavior is Changing, So Should Your CX Strategy”
Category: Customer Service
Overcoming Product’s Objections to Customer Feedback
Product managers are taught to say no. They are constantly inundated with requests from sales, executives, customers and the market. Developing an effective product strategy means saying no more…… Read more “Overcoming Product’s Objections to Customer Feedback”
Humans in the Loop: How Humans and AI are Shaping the Future of Customer Support Together
Author: Nykki Yeager is a customer-centric consultant who writes about customer support, customer success, and management. Artificial intelligence has captured our imaginations for years, at least as…… Read more “Humans in the Loop: How Humans and AI are Shaping the Future of Customer Support Together”
Putting Out Fires Before They Spread: Using AI To Improve Incident Response
It’s 2 o’clock on a Tuesday when a support ticket comes into your help desk reporting unusual site behavior. A Tier 1 customer support agent tests the…… Read more “Putting Out Fires Before They Spread: Using AI To Improve Incident Response”
The Fallacy of “Listen to Your Customer”
96% of companies think it’s important to make their customers happy. That’s probably not a surprise to you —happy customers mean less churn, more referrals and higher…… Read more “The Fallacy of “Listen to Your Customer””
AI for Customer Support: The Idiomatic View
Artificial intelligence technology is about to change customer support, to the great benefit of customers and the companies that serve them. This imminent evolution presents a major…… Read more “AI for Customer Support: The Idiomatic View”
Simple KPIs to Transform Your Customer Support From a Cost Center to a Strategic Asset
Most Founders and CEOs grow a Customer Support team because they have to not because they want to. No matter how well a product is designed, customers…… Read more “Simple KPIs to Transform Your Customer Support From a Cost Center to a Strategic Asset”
The Key to Scaling Customer Service the Smart Way
Before starting Idiomatic, I founded EAT Club, now the country’s largest online corporate lunch delivery company. In our first year, I personally fielded every customer service email…… Read more “The Key to Scaling Customer Service the Smart Way”
