Nothing turns a customer off more than bad service—especially now that products are becoming commoditized. And with the digital generation, customers want to be...
Nothing turns a customer off more than bad service—especially now that products are becoming commoditized. And with the digital generation, customers want to be able to connect with you anytime, anywhere, and from any device to resolve their own service issues.So you are finding more and more of them going online to serve themselves, 72% according to Forrester. However, only 52% find the information they need. If you are one of the companies disappointing the 48%, watch out....
Nothing turns a customer off more than bad service—especially now that products are becoming commoditized. And with the digital generation, customers want to be able to connect with you...
By JP Saunders Once being a “customer” of a brand was almost a privilege. And ifyou were unable to navigate their complex business policies, tolerate their...
By JP Saunders Once being a “customer” of a brand was almost a privilege. And ifyou were unable to navigate their complex business policies, tolerate their longinconvenient wait times, or continue to pay for over priced lack of service,then you were kicked out into the cold with a “denial of service” and needingto beg at the door to be let back in. Fortunately formost, the days of being enslaved by the only game in town are long past. Nowwhen the promise of the brand is just...
By JP Saunders Once being a “customer” of a brand was almost a privilege. And ifyou were unable to navigate their complex business policies, tolerate their longinconvenient wait times, or continue to...
You’ve heard the term ‘Proactive Service.’ You know it means reaching out to customers to give them a better experience. But you’re wondering, What’s the best...
You’ve heard the term ‘Proactive Service.’ You know it means reaching out to customers to give them a better experience. But you’re wondering, What’s the best way to do that? Because you want to reach out with service that is personal and relevant—so you can drive more sales and lower support costs. Brands that stand out are those that get ahead of customer needs and use every interaction to grow their business. By engaging with consumers before they have issues, companies...
You’ve heard the term ‘Proactive Service.’ You know it means reaching out to customers to give them a better experience. But you’re wondering, What’s the best way to do that? Because you want to reach...
Today Oracle announced a new global customer experience (CX)survey, Global Insights on Succeeding in the Customer Experience Era. While there are many CX...
Today Oracle announced a new global customer experience (CX)survey, Global Insights on Succeeding in the Customer Experience Era. While there are many CX surveys on the market, most of thosesurveys focus on the customer perspective in the form of Voice of the Customer programsand CX indices. Oracle took a different approach with its survey talking toover 1,300 business executives globally to understand their perspective when itcomes to delivering positive CX. What we found...
Today Oracle announced a new global customer experience (CX)survey, Global Insights on Succeeding in the Customer Experience Era. While there are many CX surveys on the market, most of...
Allison Kutz,Lindsay Richardson, Jennifer Rossbach Card stores, jewelers and florists are preparing for their busiest season of the year. With Valentine’s Day...
Allison Kutz,Lindsay Richardson, Jennifer Rossbach Card stores, jewelers and florists are preparing for their busiest season of the year. With Valentine’s Day right around the corner, you are giving extra attention to your loved ones. Your loved ones are the people who bring out the best in you, similar to how territory management systems are designed to bring out the best in each territory. Without a territory management system, chances are you wouldn’t know where to focus...
Allison Kutz,Lindsay Richardson, Jennifer Rossbach Card stores, jewelers and florists are preparing for their busiest season of the year. With Valentine’s Day right around the corner, you are...
“In the aftermath of the financial crisis, retail banks around the globe are struggling to make a positive impression on customers. Differentiating on price...
“In the aftermath of the financial crisis, retail banks around the globe are struggling to make a positive impression on customers. Differentiating on price and product innovation is becoming increasingly difficult, and firms face the added complications of changing customer preferences and increasingly stringent regulations.” This is per The World Retail Banking Report 2011 – published by European Financial Management and Marketing Association (EFMA), the Italian bank...
“In the aftermath of the financial crisis, retail banks around the globe are struggling to make a positive impression on customers. Differentiating on price and product innovation is becoming...
If you’re in Customer Service, chances are you’re heard the buzz about chat. Chat is the most popular service channel, chat usage has doubled in the past few...
If you’re in Customer Service, chances are you’re heard the buzz about chat. Chat is the most popular service channel, chat usage has doubled in the past few years, and chat makes agents more productive because they can handle multiple chats at once versus one phone call. Sounds great but you think, If I start offering chat, won’t I be inundated with requests? My agents can barely keep up with our support inquiries as it is! Put aside those fears by adopting chat best...
If you’re in Customer Service, chances are you’re heard the buzz about chat. Chat is the most popular service channel, chat usage has doubled in the past few years, and chat makes agents...
Oracle held its second CloudWorld event in Los Angelesyesterday. Social permeated throughout sessions the entire day touching on customerexperience (CX), sales...
Oracle held its second CloudWorld event in Los Angelesyesterday. Social permeated throughout sessions the entire day touching on customerexperience (CX), sales performance, and service and support optimization. CloudWorld kicked off with Charlene Li of Altimeter Group discussing how socialis like air – anywhere and everywhere you need it to be. For that reason,social must happen in the cloud. Li cautioned that social is more aboutmarketing. This point was driven further in...
Oracle held its second CloudWorld event in Los Angelesyesterday. Social permeated throughout sessions the entire day touching on customerexperience (CX), sales performance, and service and...
By Allison Kutz, Lindsay Richardson, Jennifer Rossbach It’s inevitable-every January 1st, we make our New Year’s Resolutions. We look back on the previous year...
By Allison Kutz, Lindsay Richardson, Jennifer Rossbach It’s inevitable-every January 1st, we make our New Year’s Resolutions. We look back on the previous year and evaluate what we could have done better. The improvements we resolve to make include “get in better shape”, “spend more time with family”, and “save more money.” We use apps to constantly track our progress on those resolutions. Good data and relevant analytics help us understand what we've been doing well and...
By Allison Kutz, Lindsay Richardson, Jennifer Rossbach It’s inevitable-every January 1st, we make our New Year’s Resolutions. We look back on the previous year and evaluate what we could have done...
