4 feedback silo bridges activity
"We've been telling them about this packaging issue for months, but nothing ever changes." How many times have your customer service agents muttered this phrase after handling the same complaint for the 100th time? I hear this bottleneck often when speaking with potential clients - especially CPG brands. To fix the feedback silo problem, build these 4 bridges: Develop standardized categorization systems with product-specific tagging. Establish cross-department feedback teams with weekly rapid reviews. Integrate feedback technology with AI-powered pattern recognition. Create closed-loop verification that confirms when product changes address customer concerns. It's ok for [...]
Product recall aren´t rare events
Imagine this...It's Friday afternoon and you've just learned one of your flagship products has a potential health risk. By Monday morning? Thousands of concerned customers will be calling, emailing, [...]
3 Green Flags to look for when outsourcing your CX
Outsourcing customer service doesn't have to mean losing your brand's identity. In fact, the right partner can amplify it. Here's how... When we visit clients and prospects, we’re not [...]
“You MUST do X” in Customer Experience
Every time I hear someone say "you MUST do X" in customer experience, I see the same reactions from business leaders: Nodding. Agreement. Implementation panic. Common responses I hear: [...]
The contact center world is drowning in metrics
The contact center world is drowning in metrics. Average handle time. Service levels. Disposition codes. Customer satisfaction scores. Net promoter this. Effort score that. Let me be blunt: It's [...]
