Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Article : The Key Differentiator


Recently, I was siting in a room with a CEO whose products are part of the luxury goods market. During our time together we were addressing what is the key differentiator of the CEO’s brand and their direct competition. At the end of the conversation, it was apparent that the crucial element that was needed to break away from the pack was a "Best in Class Customer Experience".

One of the most common and comforting lies brands tell themselves is that they provide great customer service. In fact, the exact opposite is true. According to research, roughly 82% of customers leave a brand because of bad customer service. While many brands will admit it is a problem, many choose to put their collective heads in the sand and solely depend on KPI data and cost to "justify" the quality of service they provide their customers.

Over the course of my twenty two plus years in the call center industry, I have only seen a handful of brands really tackle this issue head on. I understand why, as it is a journey where leaders have to look themselves in the eye and admit that they are not providing "best in class" experiences to their customers. If you are ready to distinguish your service from your competitors and have the courage to admit you need to make changes, you are already ahead of many brands. Congratulations!

So what do you do now? There are some understandings and questions you must ask before we look at any data. First, think about what brands come to mind when you think about "Best in Class"? What are the commonalties across these companies? For me, they are the brands who have a strong culture, puts customer before cost, acknowledge people are one of the dominate parts of the business, and focus more on quality than quantity.

Second, what are the generational impacts in today’s market? Did you know that we have entered a period of time where we have to concurrently support four sizable generations of consumers and each one has their own preference of how they interact with you? For example, "Baby Boomers" will prefer engaging in person or over the phone. Generation X leans more towards interactive chat. Finally, the Generation Y and Z customers want to do everything on social media or a mobile app. Whichever brand understands their customer expectations in regard to how they prefer to interact and fulfills that demand, will create separation for themselves from their competition.

Third, spend some time online reviewing what your customers are saying about your brand as well as your competition. Too many times we establish quality programs and metrics based on what we feel the ideal customer experience should be. Why do we do this when we have a plethora of information on the web from the very users we are trying to WOW? The CEO and I were not shocked to find it was the Customer Experience that suffered the same across the market. It was an ah-ha moment. The brand and product were already superior so making changes to how the company’s service department interacts with the customer would be monumental in separating the brand from the rest of the pack.

Finally, you need to ask yourself, what you are prepared to do with this information? I would encourage you to use it to define what "A Great Customer Experience" should look like for your brand. Use it to determine which channels to support based on your customers wants. Hire the right people to support this vision and, finally, identify which data you must measure to know if you are delivering that experience. Brands are either dying or moving forward. If you choose not to change and listen to the customer, they will find someone who will.


About PerfectServe:
Company LogoA single, unified communications platform that connects clinicians in any care setting, across the care continuum. Based in Knoxville, Tenn., the intelligent clinical communications platform processes more than 35 million clinical communication interactions each year involving more than 70,000 physicians.
Company RSS Feed   Company Profile Page

Today's Tip of the Day - Have Some Fun

Read today's tip or listen to it on podcast.

Published: Friday, April 6, 2018

Printer Friendly Version Printer friendly version

2023 Buyers Guide Certification


Contact center quality assurance training and certification

About us - in 60 seconds!

Submit Event

Upcoming Events

Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

Disco... Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =