Working together with a customer, means being concerned about how you’re helping the customer succeed in getting what they need. This should always take precedence over workflows and metrics.

Apple knows who they are, understand the needs of their customers, and they have a clear vision for the customer experience they want their customers to have. They stick with their plan and execute it to perfection time and time again.

Organizations that “get” customer experience and are known for their excellent customer service, realize that it’s more about the people you assemble to serve than the processes you have in place.

83% of online customers need customer service help in order to complete a purchase. Is your experience meeting customer needs?

Mobile has been essential to engage with customers, but it takes more than a mobile contact channel for a complete customer experience and to make the sale. And customers expect there to be more.

Despite its importance, very few companies are actually able to perfect the art of providing truly excellent customer service.