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Service = Brand. Part 2
Service = Brand, Part 2 Customer service. We know that it is not one size fits all – it is the art of aligning your service with your brand. It’s the consistency of experience that a customer feels...
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Monitor Your Service Experience in Real Time
Can you monitor your service experience in real time? We know that: Not all companies need to provide exceptional customer service – just good enough service that is in-line with their brand. This...
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Shopping, with a little help from my friends
Shopping, with a little help from my friends Even in this down economy, Forrester Research projects that holiday sales will reach more than $33 billion this season. That’s a lot of dough, and here are...
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New Contributors Joining our Blog
New Contributors Joining Our Blog KANA historically has had two blogs: this one, and Speak Out . Evolved Thinking’s charter has been to provide a forum for Practice Leaders to share their perspectives...
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Thoughts on Choosing Customer Service Software
Thoughts on Choosing Customer Service Software The most important thing to remember when selecting Customer Service software is to choose an offering that supports your company’s brand perception. It...
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Provide a Service Experience, Not Just Customer Service
Provide a Service Experience, Not just Customer Service We all know that the voice of the customer has disrupted the tight control that companies have on their brand. Bad experiences are easily...
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Call for Heroes – Or Not
Call for Heroes — or Not Who are your heroes in your customer service organization? Can you name them? Are they the ones who get the most difficult problems to troubleshoot, or who know everything...
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Article 2
Benchmarking your Service Offering The crocodile Dundee school of management says that you just have to move fast enough to outrun your competitors. How do you know how you and your competitors are...
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10 Questions and Why Not?
Questions for all customer Service Managers to think about: What if your every agent, could be your best agent? What if your agents didn’t need to ALT_TAB through 15 applications on the desktop? What...
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Aligning your social service strategy with your traditional one
Aligning your social service strategy with your traditional one Many of you say you need a “social CRM” strategy. However, much like the evolution of eService as just another way of doing customer...
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