The Edge of Service™ Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink

The Edge of Service™ Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink Imagine dropping onto Earth from another planet. Your task is to explore our economy—jobs, what we produce, and how we hire and train people for those roles. You’re not familiar with precedent, history, or what’s transpired to this point. You simply look around and take …

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Helping Customers Serve Themselves

Are we doing enough to enable customer self-service? Here are some statistics to consider: 72% of customers go online to serve themselves, but only 52% find the information they are searching for. (Source: Zendesk, 2013) Only 26% of companies offer self-service tools for consumers via their mobile application. (Forrester, 2015)

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The Edge of Service™ Newsletter, Issue 13: Statistics Behind a Service Revolution

The Edge of Service™ Newsletter, Issue 13: Statistics Behind a Service Revolution Watermark Consulting hit something of a research jackpot with a simple correlation between stock price and customer service rankings. In the seven years leading up to 2015, they found that the S&P 500 index grew 51.5%. Customer experience leaders in that same timeframe enjoyed an average appreciation of 77.7%, …

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