Blogs By Category: Customer Service

Creating a Segment of One through Predictive Personalisation

May 16 2013 | Author: Tony Tarquini
Most sane marketing people would agree that the objective of marketing is to maximise customer satisfaction and sales at the optimal price. Decades of economic and business theory and analysis has been ploughed into describing how to get there, involvin...
Posted In: Customer Service | Tags: customer service, customer satisfaction, nba

Can Systems Support Business Ethics?

Apr 29 2013 | Author: Tom King
As someone who’s passionate about the insurance industry and business in general, I’ve been following current events related to ethics and morality in business as of late.  From the financial crisis to several corporate scandals, including flat...
Posted In: Customer Service | Tags: ethics, morals, insurer, Nippon Life

Getting Back to the Dog-Gone Basics of Customer Service

Apr 22 2013 | Author: Eric Deitert
Trust is a funny thing.  Everyone wants to appear trustworthy; many strive for years to earn trust, and with one slip-up all your effort can go down the drain in a blink of an eye.  I always say I have never met any “person” more trustworthy...
Posted In: Customer Service | Tags: insurer, customer service, CRM, multi-channel

Will the Increase in Whiplash Claims Drive More Regulation, Higher Premiums, or Both?

Apr 02 2013 | Author: Tony Tarquini
Whiplash injury claims have literally become a pain in the neck in the insurance industry, costing both insurers and policyholders incalculable millions. As the difficulty of detecting fraudulent claims has increased, so too, have the levels of fraud. T...
Posted In: Customer Service | Tags: whiplash, TCF, Insurance, claims

Oversimplifying BPM, Part I

Mar 25 2013 | Author: Don Schuerman
I recently met with a customer that uses Pega for one of their mission-critical, enterprise-wide business applications.  They also have another BPM product that they view as their “BPM standard” and have built a small internal practice around l...
Posted In: BPM, CRM, Decision Management, Customer Service, Marketing Automation | Tags: exceptions management, investigations, customer service, sales, marketing

Customer Service: There's Got to be a Better Way

Mar 20 2013 | Author: Steve Kraus
Today's CRM technologies are an epic fail when it comes to consistent customer service. Discover a better way. Find out how to make endless transfers a thing of the past for your organization. Download this eBook by Steve Kraus of Pegasystems to lea...
Posted In: CRM, Customer Service | Tags: customer service, CRM, customer relationship management, call center

How Much Are We Really Worth? Not much, based on my recent experience with a credit card provider.

Feb 25 2013 | Author: Krassi Genov
The other day I was checking my credit card statement and noticed that a $95 membership fee was charged to my account. For quite some time now I have been thinking of calling my bank to have it removed, but never really found the time to do so until rec...
Posted In: Cloud, Customer Service, Marketing Automation | Tags: credit card, customer service, LTV, customer satisfaction, CRM, CPM

It’s Time for Insurers to Get with the Times

Jan 25 2013 | Author: Tony Tarquini
I have been in the insurance software business now for more than 25 years, and early in my career, the question was raised: “Why do brokers have client administration systems while insurers struggle on with multiple, unconnected policy administration sy...
Posted In: BPM, CRM, Customer Service | Tags: Insurance, customer experience

What Customers Want: Just a Little Respect

Jan 02 2013 | Author: Steve Kraus
I was tempted to attach an audio file of me singing Aretha Franklin’s well-known 1960’s song Respect.  Though I might lip sync, “R-E-S-P-E-C-T, Find out What it Means to Me,” sometimes in the car, I would not subject anyone to that torture.&n...
Posted In: CRM, Customer Service | Tags: customer service, customer experience, satisfaction, CRM

Creating Top-Line Value through Customer-Centric Order Management

Oct 02 2012 | Author: Tom Erskine
In retail/B2C order management, it is surprising that some Communications Service Providers (CSPs) continue to invest in playing checkers when they should be learning how to play chess.  Most CSPs continue to invest in “operational order managemen...
Posted In: Customer Service

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