Subscribe to RSS Feed grab our rss feed

Customer Engagement Optimization for the Public Sector

Citizens already use the Web and mobile phones for almost everything — from making inquiries and paying bills, browsing and buying services with their banks and insurance providers, and making online music and video streaming purchases. And, they have the same level of expectations when interacting with local, state and federal public sector organizations. They […]

read more...

Keeping it Simple

Every day, we hear about a new piece of technology or a new bell or whistle that we must have. But are all of these “advancements” really helping us in the long run? Maybe not when it comes to customer service agents—sometimes in these cases, less is more. With the overwhelming amount of customer data and […]

read more...

Survival Guide for the New Way to Shop

Gone are the days of the general store, where the clerk knows your name and helps you carry your bags home. In today’s retail marketplace, loyalty is a thing of the past. A recent KANA survey found that loyalty to retail brands is frighteningly low, with a third of UK shoppers no longer feeling loyal […]

read more...

If You Want Loyal Customers, Make it Easy to Complain

If there’s only one thing worse than a customer complaint it’s not seeing a customer complaint. If you don’t see it, there’s little you can do. For every customer who complains directly about your business there are many more who are equally dissatisfied but don’t bother to complain. They simply stop doing business with you […]

read more...

KANA Customers: It’s Time for a New View

That’s why you should attend KANA Connect 2014 San Francisco: A New View, KANA’s annual customer summit, September 21-24 at the Grand Hyatt hotel in San Francisco, California. A New View doesn’t just refer to the amazing views from the Grand Hyatt. It also refers to industry experts presenting a new view of customer engagement. […]

read more...

Listening to Your Customers Is Not Enough

We all like to be heard. I’m quite sure my wife appreciates me turning off the baseball game—or the hockey game, football game or SportsCenter—when she is trying to talk to me. Or at least I think she would if I ever actually did. What did she just say—something about the dog? Customers are exactly […]

read more...

Part 2 – Video Series: Getting Started with Knowledge Management

I hope you found the first four videos in the Knowledge Management Best Practices video series helpful. In the final video of the series, you’ll learn about one more key tactic that can improve the value derived from your KM project: context. This is the ability to take any piece of information about the customer, […]

read more...

Video Series: Getting Started with Knowledge Management

Often there is so much information on a topic that it can feel a bit overwhelming. Without knowing where to start, people simply opt for inaction. Knowledge Management can definitely be one of those complex topics, with thousands of reference documents, white papers and articles on the subject. I’ve recently put together a simple video […]

read more...

Making Insurance Customer Touch Points Count

When it comes to customer experience, the insurance industry has a problem — touch points. I don’t think I’m unique in saying that I seldom contact my insurance company. Once a year maybe, at renewal time usually, sometimes less if the renewal quote is acceptable. This lack of engagement, however, poses a problem for insurance […]

read more...

Gain Customer Insights with Advanced Analytics

Data visualization, self-service business intelligence and advanced analytics are three business intelligence (BI) designs highlighted by Gartner, TDWI and InformationWeek for 2014 and beyond. But what do these terms mean and, above all, what can they do for your organization? It is no coincidence that data visualization, self-service business intelligence and advanced analytics are grouped […]

read more...