Articles

Tag: customer service

  • If the Customer Really was King

    If the customer really was king then power would reside with those who are closest to the customer. The old model of organization and societal structures is being challenged as never before. Leaders need followers and increasingly the followers are becoming less loyal, more skeptical, less willing to follow.

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  • How the IoT Will Shake Up Sales and Marketing

    How the IoT Will Shake Up Sales and Marketing

    2016 promises change for a select set of sales and marketing professionals due to the rapid arrival of the Internet of Things.  Device proliferation is taking place at a brisk pace — according to Gartner, 6.

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  • Speed Read: Here's How Retailers Can Lose Business

    Speed Read: Here's How Retailers Can Lose Business

    Listen up, retailers: If you're not delivering personalized digital customer experience, you're going to lose customers. New research from TimeTrade, a provider of online appointment scheduling, showed service expectations are rising.

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  • Why Are You Ignoring Angry Customers?

    Why Are You Ignoring Angry Customers?

    Technology has transformed almost all aspects of business operations, but one area still needs attention in many companies: social customer service.  In today's consumer-centric world, when online reviews or social comments can bolster or sink a business, no business can afford to ignore an angry customer.

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  • Contact Centers Struggle To Do Too Much With Too Little

    Contact Centers Struggle To Do Too Much With Too Little

    Contact center executives appear to have suffered through a tough 2015, but the New Year may not bring much relief. The findings of a freshly released survey of contact center executives conducted by the Bethesda, Md.-based conference company, Consero Group, point to an industry squeezed by limited resources and

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  • I'm Dreaming of DAM Customer Service

    I'm Dreaming of DAM Customer Service

    Since its publication in 1946, Don Gardner’s “All I Want For Christmas Is My Two Front Teeth” has remained a favorite song for the holidays, evoking a sense of silliness over what might be identified as a significant loss.

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  • News You Can Use: Your Apps Are Hanging With Bad Actors

    News You Can Use: Your Apps Are Hanging With Bad Actors

    Almost 9 percent of popular apps downloaded from Google Play interact with websites that could compromise users’ security and privacy, according to a study released this month by researchers at the University of California, Riverside.

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  • What Customer Experience Excellence Looks Like

    Customer experience is 10 percent technology and 90 percent culture. During the summer I had the pleasure of hearing Matt Haughey speak at An Event Apart. Matt is a real pioneer in the web industry.

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  • Why Salesforce Ventures Is Investing in This MIT Startup

    Why Salesforce Ventures Is Investing in This MIT Startup

    Boston-based Cogito Corp. — a software company that claims it "empowers phone professionals to deliver a more engaging and caring customer experience" — has raised $5.5 million in Series A funding in a round led by Romulus Capital, with participation from Salesforce Ventures. Romulus Capital is a Cambridge, Mass.

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  • How to Improve Customer Service Delivery

    How to Improve Customer Service Delivery

    General Motors is 107 years old, but its social program is very 2015, thanks in large part to Whitney Drake. She’s social strategy and care leader at the Detroit-based automotive giant.

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  • CX Legend Frank Eliason: Empathy Trumps Tech

    CX Legend Frank Eliason: Empathy Trumps Tech

    (Two months ago, we told you Frank Eliason was leaving Citi. He said he wanted a new career opportunity that would give him the chance to be himself, serve customers, to listen, to engage in teamwork and to be empathic.  He apparently found what he wanted at New York City-based Zeno Group, where he was just appointed EVP of US Digital and Customer Experience.  The PR and communications company offers services including reputation management, corporate communications and brand marketing. Eliason said he and the agency have a "shared ambition and belief about how agencies can and will be valuable in this current and future digital state.” As he settles into his new position, we offer a brief look back at Eliason's thoughts and perspectives in this interview by CMSWire's Bill Sobel, which was originally published in August.) Scathing critiques of bad customer service fly thick and fast

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  • How Well Do You Serve Your Customers? #NCSW15

    How Well Do You Serve Your Customers? #NCSW15

    A great customer service experience means repeat customers. Making that happen requires more than just a friendly face or being attentive, however. In the digital age, memorable customer experiences flow from a variety of sources that vary by business and industry vertical.

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  • Salesforce Releases Next-Gen Service Cloud

    Salesforce Releases Next-Gen Service Cloud

    Salesforce continues its Lightning Experience campaign -- its updated and enhanced CRM experience -- with today’s release of its next generation Service Cloud. The move comes a week after the San Francisco-based CRM giant released its major refresh of the Salesforce Sales Cloud, complete with a streamlined, mobile friendly

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  • Which Generation of Live Chat Is Right for You?

    Which Generation of Live Chat Is Right for You?

    Live chat offers customer service representatives yet another way to resolve customer issues and an opportunity to answer questions that customers can't answer for themselves. But not all live chats are created equal.

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