Bruce Temkin discusses the bottom line value of customer experience and how we can go about explaining its benefits.
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What if customer experience has no ROI?
Why understanding baby boomers, generation X and generation Y holds the key to smart 21st century customer service leadership
Paper that provides a framework for customer service leaders to analyse and manage the generation gap among call centre staff. Argues that leaders need to foster a culture of tolerance and understanding between generations in order to save operational costs and improve customer experience.
Panviva contact centre CSR metrics survey
Business process guidance company Panviva surveyed 54 UK contact centres about customer service representative performance metrics.
Temkin Group insight report: May 2010 customer experience survey
Survey of more than 400 employees' thoughts on their company's approach to customer experience.
Customer service directors: A behavioural competency framework
This report defines the behavioural competencies that customer service directors need to exhibit in order to perform well. It's based on 18 months research by Glowinkowski.
Lessons from the recession: Where customer service and support investments yield higher returns for communications and high-tech companies
2010 research conducted by Accenture into the effect of customer experience investment in communications and high-tech companies.
Stated importance, correlation, regression and key driver analysis
Guidance note on the best way to measure what is important to customers and how these measures should be used for deciding how to improve customer satisfaction and loyalty
Process management: An insight
A look at the component parts of Process Management and the importance for the customer.
Supporting Perfomance Improvement in Service Organisations
Service organisations are continually looking at ways to improve performance. This paper (submitted by eg Solutions) gives an overview of approaches that can be used including Lean, Six Sigma and Operational Intelligence.
e-Learning for customer service: Acheiving participant buy-in
Paper that discusses e-learning and how it can be successfully implemented. Written by Stephanie Edwards of Customer 1st International.
How to complain about goods or services
Times article on how to complain about goods or services
The cycle of experiential development: Driving through personal, team and organisational change
Paper that introduces the idea of The Cycle of Experiential Development, a way in which to expand staff comfort zones in order to tackle individual and organisational change.
Online consumer buying behaviour and trends across Europe
A September 2009 paper examines the attitudes towards online shopping across seven countries and indicates some areas of opportunity.
Trust flutters
What price is trust? Consumer trust is at an all time low, businesses unprepared for backlash. Study looks at changing consumer behaviour.
Eight steps to superior customer experiences
An eight step process designed to help organisations better engage with their customers for an unparalleled customer experience.
Fragvergence
Changing consumer attitudes to diverse contact channels: what are the opportunities for organisations to use Voice Self-Service?
Choosing a customer service representative
How to avoid the seven deadly sins of choosing a customer service representative.
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