Fonolo
JANUARY 8, 2020
There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? Beware False Scorecards. The temptation to find a scorecard is strong, so beware of stats being cited that seem to fill that role but, on closer inspection, do not.
Fonolo
JANUARY 8, 2020
There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? Beware False Scorecards. The temptation to find a scorecard is strong, so beware of stats being cited that seem to fill that role but, on closer inspection, do not.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Lumoa
FEBRUARY 6, 2018
It is an evolution of more and more aware customers who are influenced by their B2C experiences and expect the same, if not better from other experiences as a customer. Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”.
Lumoa
OCTOBER 31, 2018
It is an evolution of more and more aware customers who are influenced by their B2C experiences and expect the same, if not better from other experiences as a customer. Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”.
Lumoa
OCTOBER 30, 2017
Many of them are B2B companies but some of them are B2C companies. And when they then are asked, whether customer experience is measured at the company level and brought to leadership scorecards, their response is: ”No. I used to build a scorecard for our business unit in a large company I worked for. It is too complex.
Expert insights. Personalized for you.
101 
Let's personalize your content