Customer Experience Blog

New listings–COPC Inc. Global Events Calendar

By Lezli Harrell in Customer Experience, Customer Satisfaction, Events

Featured Event: May 22-25, 2017 CX17, Indianapolis, IN     Kathleen Jezierski, chief operating officer, COPC Inc., will be speaking at CX17, a Genesys-sponsored event that includes four days keynotes, breakouts sessions, network...

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The Value of Listening: How feedback can be an opportunity to bring brand image to life

By Kathleen Jezierski

A recent article on Inc.com highlighted a truth that we at COPC Inc. have been promoting since our beginning — companies can always get better at delivering on their brand promise by listening to their customers. The article, which can be found here, fo...

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COPC Inc. Global Events Calendar

By Lezli Harrell in Customer Experience, Customer Satisfaction, Events, Survey

Featured Event:   May 22-25, 2017 CX17, Indianapolis, IN     Kathleen Jezierski, chief operating officer, COPC Inc., will be speaking at CX17, a Genesys-sponsored event that includes four days keynotes, breakouts sessions, net...

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New Customer Experience Survey Reveals Many Opportunities for Corporate Program Improvements

By Jim Von Seggern in Customer Experience, Customer Satisfaction, Multichannel, Social Care, Survey

The 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series was recently released at the Execs In The Know Customer Response Summit held in Las Vegas in February. The 86-page report developed by COPC Inc. and Execs In The Know...

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Interview: Ian Aitchison on Qantas Talking Business

By Lezli Harrell in Customer Experience, Customer Satisfaction

Listen to Ian Aitchison, CEO, Asia Pacific, discuss how COPC Inc. helps companies in Australia make better decisions about their customer experience operations. Ian was interviewed by Alan Kohler for the program Qantas Talking Business. Kohler is the fou...

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COPC Inc. Global Events Calendar

By Lezli Harrell in Customer Experience, Customer Satisfaction, Events

Featured Event: February 6 – 8, 2017 Customer Response Summit Las Vegas  COPC Inc. will be participating at the the Customer Response Summit, an exclusive three-day event for customer experience executives hosted by Execs In The Know. At the eve...

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COPC Inc. Recommends A Focus on Issue Resolution

By Kathleen Jezierski in Customer Experience, Customer Satisfaction

Is an Omnichannel Environment Truly Attainable? COPC Inc. Recommends that Issue Resolution Should Instead be a Company’s Primary Focus “Customers expect to receive service on the channel of their choice, whether it’s phone, email, text, chat, web,...

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Summary Available for 2016 CXMB Survey Corporate Edition

By Jim Von Seggern in Customer Experience, Multichannel, Survey

Execs In The Know and COPC Inc. have published an executive summary of the survey results for the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. The CXMB survey focused on where brands stand as they transition from m...

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Attend our Travel Industry Webinar on Tuesday, Dec 6

By Jim Von Seggern in Customer Experience, Customer Satisfaction, Events, Survey

Learn about the Customer Experience in Travel and Hospitality COPC Inc. and Execs In The Know have teamed up to produce CXMB Industry Insights, a new line of industry-focused consumer research reports. This survey program is an extension of the Customer ...

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New Industry Survey Focuses on Travel & Hospitality

By Jim Von Seggern in Customer Experience, Customer Satisfaction, Multichannel, Survey

Industry-Specific Research Part of Larger CXMB Series TRAVEL CUSTOMERS HAVE THEIR SAY IN THESE KEY AREAS: CUSTOMER CARE EXPERIENCE, PURCHASE EXPERIENCE AND CUSTOMER LOYALTY Full Travel & Hospitality Report Now Available! COPC Inc., in partnership ...

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CXMB Results: Consumer Perception of Customer Care Has Improved in 2016

By Paul Shuga in Customer Experience, Customer Satisfaction, Multichannel, Survey

According to the latest edition of the CXMB Consumer Survey COPC Inc. and Execs in the Know have published survey results of the 2016 Customer Experience Management Benchmark (CXMB) Series Consumer Edition, which focuses on customer journey insights from...

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Call Centre Technologies

By Ian Aitchison in Call Center, Customer Satisfaction

This article was originally published in the October issue of APAC CIO Outlook.  For many businesses, setting up a call centre is a big decision. While many know what they want to achieve: higher sales, more product awareness, the offer of a new s...

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Are Contact Center Metrics Becoming Passé?

By Lezli Harrell

CRM magazine, October 2016. COPC Inc.'s Kathleen Jezierski, COO, was recently interviewed by CRM magazine about how contact center metrics need to be more customer centered to meet new new consumer expectations and demands. Read the full ...

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Three Types of Valuable Business Intelligence You Should Collect In Your Call Center

By Kathleen Jezierski in Call Center, Customer Experience, Customer Satisfaction

Your call center is one of the best windows into the customer experience.  Customers gift your company  bits of information with every interaction. When your call center gathers and analyzes this rich data, you are able to turn it into valuable business...

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2016 CXMB Series, Consumer Edition

By Lezli Harrell in Customer Experience, Customer Satisfaction, Multichannel, Survey

Summary of Consumer Research Now Available New Questions, New Trends in the Customer Experience The Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series brings a host of new content in 2016. The full report, scheduled to be r...

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COPC Inc. Global Events Calendar

By Lezli Harrell in Customer Experience, Customer Satisfaction, Events

Featured Event: September 15,  Fairfield, CT COPC Inc. will be hosting a Customer Journey Mapping Workshop - From Theory to Reality. In this information-packed, four-hour workshop, Paul Shuga, Vice President, COPC Inc., will lead a discussion on the ...

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Inbound and Outbound Converge in the New Contact Center

By Scott Flewelling in Call Center, Customer Satisfaction

I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center, to be an interesting one because it discusses some of the changes in our industry that are being made possible by process and technology, but with an eye to ...

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Part 2- Call Center Best Practices for Recruiting, Hiring and Training

By Judi Brenstein in Call Center, Customer Experience, Customer Satisfaction, Training

Posting 2 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training In our first posting regarding call center best practices for recruiting, hiring and training, we discussed why it is important to determine your minimum requir...

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COPC Inc. Best Practices for Recruiting, Hiring and Training

By Judi Brenstein in Call Center, Customer Satisfaction, Training

Posting 1 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training To improve performance and provide a superior customer experience, call centers often focus on the three main functions of operational management, quality, and ...

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Someone Who Loves Zappos.com Loves You

By Judi Brenstein in Customer Experience, Customer Satisfaction, CX Stories

This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer experience. This story is from Judi Brenstein, vice president, COPC Inc. I have been buying shoes from Zap...

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COPC Inc. Retail Infographic

By Lezli Harrell in Customer Experience, Customer Satisfaction, Infographic, Survey

Today’s consumer expects a consistent and exceptional customer experience. In fact, earning and keeping their business often depends upon it. Recent research from the COPC Inc. CX Survey Series clearly demonstrates the financial impact if retailers do...

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Where Brand Promise and Operations Intersect

By Kathleen Jezierski in Consulting, Customer Experience, Customer Satisfaction, Multichannel, Survey

The Customer Experience: Where Brand Promise and Operations Intersect Recently I had the privilege of leading a discussion with executives from leading brands at the recent Customer Experience Exchange Retail event in Miami, FL. This esteemed group an...

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Quality Series: Expand the Quality Process to Capture Business Intelligence

By Lezli Harrell in Call Center, Customer Experience, Customer Satisfaction

This is the fifth and final post in a special blog series called, “Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction.” With each post in the series, we examined one of five fundamental changes we recommend you...

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COPC Inc. Discusses CXMB Survey Results in San Diego

By Paul Shuga in Customer Experience, Customer Satisfaction, Multichannel, Survey

CXMB Survey shows difference in consumer and corporate perceptions in managing the customer experience COPC Inc. recently presented at the 2016 CXMB Workshops in San Diego and Toronto, organized by Execs In The Know. These events featured conversations ...

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Observations from the Field

By Judi Brenstein in Call Center, Customer Experience, Customer Satisfaction, Survey

The Business of Customer Experience Operations Hi, I’m Judi Brenstein, vice president, client solutions, COPC Inc. I get the opportunity to travel the country and speak with industry leaders in customer contact centers and other customer experience ope...

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Quality Blog Series: Focus on Systemic Issues Impacting Performance

By Lezli Harrell in Customer Satisfaction

This is the fourth post in our blog series called, “Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction.” With each post in the series, we will examine one of five fundamental changes we recommend you make to y...

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COPC Inc. Global Events Calendar

By Lezli Harrell in Customer Experience, Customer Satisfaction, Events, Multichannel

This global events calendar provides you an overview of where you can find COPC Inc. at customer experience events throughout the world. The calendar will be regularly updated with new events and content and presentations from previous events.   ...

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Quality Series: Measure Quality Using Three Metrics, Instead of One Overall Score

By Lezli Harrell in Customer Experience, Customer Satisfaction

This is the third post in our blog series called, “Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction.” With each post in the series, we will examine one of five fundamental changes we recommend you make to you...

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Quality Series: Score Output Metrics and Use Sub-Attributes to Capture Reasons for Errors

By Lezli Harrell in Customer Satisfaction

This is the second post in a special blog series called, “Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction.” With each post in the series, we will examine one of five fundamental changes we recommend you make...

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Managing the Customer Experience

By Ian Aitchison in Customer Experience, Customer Satisfaction

I once listened to a Disney executive presenting at a conference about the importance of customer experience.  He told the audience a story about how a little kid had left his favourite teddy bear behind after visiting one of Disney’s theme parks in th...

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Change Your Quality Program to Improve Customer Satisfaction

By Lezli Harrell in Customer Experience, Customer Satisfaction

COPC Inc. Blog Series: Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction Is your customer satisfaction (CSAT) not improving despite your best efforts? Does your company suffer a disconnect between your quality sco...

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Seven Ways To Ensure Your Customers Actually Use Your Self-Service System

By Cyndy Edwards in Customer Experience, Customer Satisfaction

Today’s customer fully embraces technology and expects companies to do the same. This is especially true when it comes to providing customer service. Customers are still calling into the contact center to resolve many issues. However, two-thirds of cons...

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Take These Boots…Please!

By Scott Flewelling in Customer Experience, Customer Satisfaction

This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer experience. This story is from Scott Flewelling, vice president, COPC Inc. L.L. Bean and the Art of the Excep...

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COPC Inc. Announces Updated COPC Standard and New Name

By Richard North in COPC Inc. News, COPC Standards, Customer Experience

Today we are announcing exciting news. We have just published Release 6.0 of the COPC Customer Service Provider (CSP) Standard.  In addition, we also are announcing that the Standard will be renamed the COPC Customer Experience (CX) Standard. This s...

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Non-trends in Managing the Customer Experience

By Scott Flewelling in Customer Experience, Customer Satisfaction

As we begin a new year, there is no shortage of predictions of the trends that will affect the customer experience.  Many of these predictions focus on the technology that can be used to anticipate the customer’s behaviors and needs. Other hot topics a...

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Companies and Consumers See Things Differently In How Well Service Is Provided

By Lezli Harrell in COPC Inc. News, Customer Experience, Multichannel, Survey

New Survey Reveals Disconnect in Perception About Meeting Expectations.  A significant gap remains between corporate perception in meeting expectations and what consumers actually think. In 2015, companies surveyed said that 79% of the time they general...

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Didn’t Like the Mattress. Loved the Experience.

By Kathleen Jezierski in Customer Experience, Customer Satisfaction

This is the first article in an occasional series of stories told by COPC Inc. employees about their own positive customer experience. This story is from Kathleen Jezierski, president and chief operating officer. How Tuft & Needle Made Me A Believer ...

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Hyatt Hotels Leading the Way with Social Care

By Judi Brenstein in Customer Satisfaction, Social Care

There is a great story in the December issue of CRM magazine about social media as a viable customer care support channel. The story, written by Senior News Editor Leonard Klie, features Hyatt's social care program. Hyatt has been leading the way in u...

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COPC Inc. Partners with Execs In The Know to Examine the Multichannel Customer Experience

By Lezli Harrell in COPC Inc. News, Customer Experience, Events, Survey

COPC Inc. is partnering with Execs In The Know, a global network of customer management professionals, to conduct the fourth annual Customer Experience Benchmarking (CXMB) Series.  Working together, we are surveying consumers about their experiences and ...

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Welcome to the COPC Inc. Blog!

By Kathleen Jezierski in Certification, Consulting, Customer Experience, Training

We are glad you found us. COPC Inc. is a global leader that provides consulting, training and certification for operations that support the customer experience. Since 1996, we have helped major brands throughout the world improve revenue, decrease costs ...

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