Deborah Rapsinski

Deborah Rapsinski is the Chief Customer Experience Officer at Think Tank Partners, a boutique user experience and business consulting company. She has extensive experience and played an integral part in the strategic design of large, enterprise level multi-channel service strategies and implementations in support of market leaders in the financial services, banking, health care, travel and hospitality and consumer electronics verticals. Deborah is a linguist by education and has worked in the speech industry since 1996 with companies including SBC TRI, Nuance Communications, and BBN Avoke.

Recent Posts

The Importance of Consuming and Analyzing Metrics

There are countless ways a company can use big data and qualitative information to determine the suite of services and functionality a customer would want or need. From good old-fashioned tally marks to  highly robust analytics that consider your company’s entire customer experience ecosystem, there are tools that give clues as to what would provide meaningful automation for customers, set them on the path to success and reduce operating costs.

By Deborah Rapsinski • March 23, 2017

Defining Customer Success

Your customers have in mind their reason for reaching out to your company well before they boot up their computer, take their smartphone out of their pocket, stop by your store, engage Google Home or Alexa or pick up the phone. Often, these drivers are predictable and you can anticipate their reason for contacting your company.  Other times, it's anyone's guess.  

Handling customer interactions with ease and grace will contribute to your customers' expectations of how easy it is to do business with your company, and whether that experience encourages them to remain loyal. Remember, each customer experience is either doing damage to your brand or helping to promote it.  

By Deborah Rapsinski • January 27, 2017

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