Customer service

The impact of an omnichannl customer experience program - Aberdeen Group report - PDF
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 omni-channel customer experience management approach doesn't only result in higher retention rates. There is also a better YOY percent change in essential customer and business...
Social customer service or enabling customers to interact with your customer service department or contact center via social today is a must for most businesses. However, it's not an isolated holy grail. You offer it for a reason and not because everyone tells you that it matters. De facto,...
Kristin Zhivago at one of our events
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, wrestling with deadlines and taking care of some last-minute preparations for our Fusion Marketing Experience congress. Somewhere else in the same hotel are the speakers....
As you probably know, word of mouth is still primarily an offline matter. People mainly talk to each other about products, companies and experiences in ‘real-life’ conversations, as I wrote in a post on another blog last year. These last few weeks, I conducted a series of surveys about various...
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 account and improve our business processes. Consumers don’t only voice their opinions, thus providing you with crucial data (think about social media monitoring, for example),...
Many major brands now use Twitter as a channel for customer support. The transparency of Twitter means that you are either there, engaging and helping users find answers and (hopefully) satisfaction. Or you run the risk of validating people’s complaints about your products and brands simply by lack of...
Too often people get caught up in the idea of “social media magic”. Some snake oil salesman convinces them that social media will cure all their ills and turn straw in to gold and of course, it won’t. As the din of over excitement in social begins to die...
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. Dr. Millard recently penned a whitepaper titled “Clouds, Crowds and Customers: Doing Business as Unusual” and it’s full of enough great insight to span more...
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 to mind in an unusual context: customer service in a “social media world”. Do you remember the days of the Pareto principle? Businesses used to look...
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 activities such as customer service and even social media monitoring. It seems everyone is offering social CRM solutions these days. However, social CRM is not...
Generation Now
I work fast and hard. But I have learned to prioritize as expectations of people have grown over the years. I used to try answering all emails the same day and starting and finishing every task as soon as possible. To make sure that the work didn’t stack up...
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 without being properly prepared and without a clear plan. I suppose we don't need a survey to know that. It is not the first time that...
“Never before in the history of business and marketing has customer service been as front and center as it is today”. That’s how Joseph Jaffe’s, Customer Service Manifesto’ starts. Jaffe, published the manifesto “in association with ‘Flip the Funnel’” (his new book). I went through the manifesto. Here are some...
Fortune ranked companies with a Chief Customer Officer – source CCO Council
According to the 2014 Chief Customer Officer study by the CCO Council, 22% of Fortune 100 companies has a Chief Customer Officer on board. While there are different views on the role and the data as such matter less, it's another sign that organizations - try to - become...
Today we are using all possible channels to provide customer service to our customers. People increasingly demand 24/24 and 7/7. I don’t mind adding to it that people have inflated expectations and sometimes demands that are exaggerated. We live in a society of instant gratification and, to be honest,...