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,...
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....
