For most of the country, it’s that time of year again. Autumn breezes turn into cold, Northern winds that shake the rest of the leaves off the treetops. Window scrapers become a necessity in the mornings, and the evenings become dark & [...]
Over the last few months, I have covered the emergence of customer experience and why customer experience is so important. I want to finish things off by addressing how customer experience is managed on an ongoing basis and some practical [...]
When our client, major shipping retailer The UPS Stores asked for our help prepping for a major platform update on their POS system nationwide, we were pretty excited for the challenge. When they said this involved a trip to San [...]
To understand why Netfor is passionate about maintaining an active internship program, we have to look back at the origin of the company. More than 15 years ago, I started Netfor as a solo entrepreneur with business drive and discipline, [...]
Recently I had the pleasure of traveling to Chicago to participate in one of HDI’s round table forums. HDI is the leading professional association and certification body for the technical service and support industry. I’ve long been involved with HDI, [...]
Focusing on Customer Experience can be a strategic decision to move your company into a more differentiated market position or a reaction to market conditions. In today’s markets, products become commoditized more quickly, price differentiation becomes more difficult to sustain [...]
It is probably best to start out with a definition for customer experience. Customer experience (according to Wikipedia) is the sum of all experiences a customer has with your goods or services, over the duration of their relationship with you. [...]
I remember starting Netfor some 17 years ago and reading all of the books on “how to start a business”, “how to raise money” and “how to write a business plan”, to name a few. It seemed like each one [...]
If you ignore how your “help desk” or “call center” is performing, you are depriving your company of its potential and keeping its customer experience from being the best. By identifying problems as you receive them, resolving them efficiently and [...]
Once you know what your problems are and how to treat them, you can take measures to eliminate — or at least minimize — the problems. Permanent resolution takes more than short-term fixes and answers. Eliminating the problem takes getting [...]
