- J-P De Clerck
According to a report by Aberdeen Group, companies with omni-channel customer care strategies have 91% better year-over-year (YOY) customer retention rates than others. An…
According to a report by Aberdeen Group, companies with omni-channel customer care strategies have 91% better year-over-year (YOY) customer retention rates than others. An…
Social customer service or enabling customers to interact with your customer service department or contact center via social today is a must for most…
Sometimes ‘small’ examples and experiences can help you illustrate a more important point. As I am writing this, I’m sitting in a hotel room,…
As you probably know, word of mouth is still primarily an offline matter. People mainly talk to each other about products, companies and experiences…
People these days want a personal and personalized customer service, and they want to be heard. It’s our jobs to take their input into…
Many major brands now use Twitter as a channel for customer support. The transparency of Twitter means that you are either there, engaging and…
Too often people get caught up in the idea of “social media magic”. Some snake oil salesman convinces them that social media will cure…
I’ve just been reading an excellent whitepaper, providing new views on customer service, authored by Dr. Nicola J. Millard, Customer Experience Futurologist with BT.…
Last week George Orwell’s famous “All animals are equal but some are more equal than others” line from “Animal Farm”, his anti-totalitarianism novella, came…
Social CRM is a term that is often misused, certainly in a product and solution context. It’s also frequently narrowed down to specific customer-oriented…
I work fast and hard. But I have learned to prioritize as expectations of people have grown over the years. I used to try…
A survey by US-based Digital Brand Expressions, ‘Social Media Without A Parachute‘, shows that a lot of companies integrate social media into their strategy…
