A plan to reduce car accidents by 80 percent is well on its way to success. Connected Vehicle Technology, a partnered project of the University of Michigan and the U.S. Department of Transportation, is a perfect example of SMART strategy. This is a system that employs wireless technology to create a web of communication between your…
It’s not enough to have a complete customer feedback system that reflects the customer experience across the organization’s touch points: branch, contact center, online and indirect brand engagement. You need to setup your approach to analyze the results and take concrete action from the feedback.
There is no shortage of customer experience metrics today: digital data feeds, customer profile data, cross-channel performance, operational data, etc. The trick seems to be in fully understanding and focusing in on the key sets of metrics that really matter to build and sustain customer lifetime value across all channels.
With its staff of about 35 people, plus 19 Research Fellows, WDI partners with 50+ organizations around the world to create and apply sustainable business models in the private sector to support emerging market economies, thereby improving the health and welfare of citizens in those economies.
Customer service representatives have a tough job. They must represent the face of the company to customers while being internally monitored and measured via a myriad of metrics: first call resolution, call length, and percent of transfers, to name a few. Fortunately, when done well, upselling customers and ensuring customer satisfaction go hand in hand.
A common mistake among novice chess players is to bring out the queen early in the game. But this often leads to a loss. In our client work, we often see a similar phenomenon in competitive strategy. Executives get lured into bringing out their queen without developing all of their pieces.
Michigan universities and associations are stepping up workforce development efforts to ensure that businesses are able to find talent that will help the companies thrive in Michigan.