Articles
Tag: customer support (page 6)
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Omnichannel Service Takes the Whole Company
When we look to a company for answers, what do we want? We want a seamless experience and answers tailored to our needs, no matter how we reach out.
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Note to Marketers: We're Not Waiting Any More
The other evening, I found myself impatiently waiting on the supermarket checkout line. Although I waited just a few minutes while the clerk rang up the customers ahead of me, those minutes seemed to last much longer.
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Meet the New 'Multimodal' Customer Service
Excellent work. Now it’s time to change. Again. The customer service game has leveled up with the advent of multimodal service.
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A Man, a Blouse and an Awesome Customer Experience
You never know where you'll find a great customer experience. I found it today when I ran out to do an errand for my wife — a day late as usual.
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It's This Simple - and This Hard: Know Your Customer
If you know me, you know I'm a frequent flyer of one of the major airlines in the world. I’ve spent many years and many miles flying with it.
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What 2 Companies Rate Best in Customer Service?
Financial services company USSA and uber-retailer Amazon took the top spots in the customer service ratings released by The Temkin Group, a detailed survey that evaluated 233 companies.
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8 Things You Can Learn About CX on Your Summer Vacation
Years later, when I made a trip across the United States in a 1975 VW Super Beetle, I fell in love with technology, too. There's nothing like a car without air conditioning to prove that simplicity has its limits — and that innovation is essential.
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Managing Services Requires Different Success Metrics
Customers are not as locked into services as they are to products. Therefore, we need a continuous process to ensure that the customer is satisfied. The shift towards services continues. Almost 80 percent of the US economy is already made up of services. Increasingly, products are becoming commodities. Service differentiates.
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Busted: 5 Common Myths Of Customer Service
It’s easy for larger companies to fall into bad habits and stagnant practices over time, but smaller companies should be aware of these common pitfalls from the start, and take necessary measures to avoid them. 1.
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Yes, the Marketing Funnel is Dead #PulseConf2014
The marketing funnel, that venerable icon of converting prospects to customers, may not be a funnel at all. It may be more like an hourglass. With some help from best-selling author Malcolm Gladwell, Gainsight CEO Nick Mehta called for a reinvention of the customer success movement at the Pulse2014
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Taking CRM to the Next Level with the Internet of Things
With all of the talk about the Internet of Things (IoT), it’s easy to get lost in the possibilities of the future. But right now, as you’re reading this article, you should already be devising a plan to integrate connected devices into your business processes.
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5 Ways to Handle Real Time Content Demands
Here are some places to increase your customer engagement, both inside and outside of your CMS. Give Users the Chance to Answer Their Own Questions Most users today browse the web on social channels, and most want to engage.
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7 Vendors Top the Forrester Wave for Customer Service Solutions
At a time when seven out of 10 online shoppers complain of unsatisfactory experiences, which vendors stand out as offering possible solutions? The authors of the latest Forrester Wave Customer Service Solutions for Enterprise Customers Q2 2014 (registration required) rated customer service vendors against 83 criteria and identified seven
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Make the Customer the Focus of Online Experiences
Nearly seven in 10 customers have had an unsatisfactory e-commerce experience in the past year, according to a new Forrester Wave on customer service solutions. That's a disturbing and eye-opening statistic, noted Kate Leggett, primary author of The Forrester Wave Customer Service Solutions For Enterprise Organizations Q2 2014 (registration required).
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