ASHLAND, MA (May 6, 2012) OnProcess Technology, Inc. is proud to announce that we have been named “Service Innovation Supplier of the Year” by Ciena. Supplier Summit Awards May 06, 2012 Ciena Supplier Awards A highlight of this year’s Supplier Summit, which was held May 1-2 in Montreal, was the second annual Ciena Supplier Awards. The [...]
Stuck at Good? One Factor Stands Out in Driving Service Supply Chain Optimization
May 1, 2012 By Leave a Comment
By Dan Gettens, Chief Research Officer, OnProcess Technology For some companies, optimizing the Service Supply Chain is becoming more important. This is not surprising. The Service Supply Chain is wide in scope — the people, processes and technology for servicing the end customer after the sale. Components may include customer care, technicians, systems, knowledge-bases, parts inventory, carriers, [...]
HBR Article: Beating the Market with Customer Satisfaction
October 6, 2010 By 1 Comment
Even though this article is about three years old, I found it interesting in its linking of Customer Satisfaction to tangible financial outcomes – something we are constantly impressing upon our clients and prospects. –SK Beating the Market with Customer Satisfaction by Christopher W. Hart If you’re looking to boost customer satisfaction, one of the most [...]
Blog Post: The Verdict is Out: Americans Prefer American Call Center Agents
August 30, 2010 By Leave a Comment
http://riverstar.com/blog/id/3052/the-verdict-is-out-americans-prefer-american-call-center-agents (edited for punctuation –sk) Survey on Riverstar Customer Experience Blog My first article on this topic seemed to bring about a good number of discussions in various LinkedIn groups. So, I aggregated all of the comments across multiple LinkedIn group discussions, our web site and a few other sites where we post. There were [...]
Time to Appoint a Chief Customer Experience Officer?
September 16, 2008 By Leave a Comment
Here’s a germane article on this timely topic. Of particular interest to me was the statistic: “…a Gartner study revealing that while 95 percent of firms survey customers to get feedback, a paltry 10 percent do anything with that feedback” We see this phenomenon a great deal both in our Reverse Logistics and our Customer [...]