Articles
Customer engagement helps sales teams drive incremental revenue, ideation helps inform the product roadmap for product management and SEO helps the marketing team rank higher for particular keywords. Ask customer support managers and they’ll tell you how customer communities can make their teams more valuable.
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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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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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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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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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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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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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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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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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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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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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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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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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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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