Future of Customer Care
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Future of Customer Care
What are the tech driven trends in customer care
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Social media care becoming a new customer service channel

Social media care becoming a new customer service channel | Future of Customer Care | Scoop.it
Customer service is usually associated with a bad experience with a product or service of a business.
Andrew Ranson's insight:

build and manage your social identity intentionally. ORM is critical

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CIO White Papers | Essential Resources for Information Professionals

CIO White Papers | Essential Resources for Information Professionals | Future of Customer Care | Scoop.it
White Paper - 3 Ways to Improve Customer Care Through Data Hygiene http://t.co/jQo7Sqak
Andrew Ranson's insight:

a bit obvious, but often these critical steps never happen.

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Turning Customer Care Inside Out - Executive Insight - Community ...

Turning Customer Care Inside Out - Executive Insight - Community ... | Future of Customer Care | Scoop.it
Experts in customer loyalty have a new maxim: delivering exceptional customer care starts from the inside out. Or to put it another way, the most important thing you can do to win the hearts of your customers is to win the ...
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Three Mismanaged Brands That Have Fizzled Thanks To ...

Three Mismanaged Brands That Have Fizzled Thanks To ... | Future of Customer Care | Scoop.it
As Netflix staged a decade of tremendous growth, Blockbuster failed to adapt to the internet boom and the switch to all things digital. In 2000, Blockbuster actually had the chance to purchase Netflix for a measly $50 million, ...
Andrew Ranson's insight:

There are lots of these stories in the news lately, and I suspect we'll see more unless companies develop an adaptive culture and a technology augmented leadership approach.

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83% of online shoppers need support to complete a purchase: stats

83% of online shoppers need support to complete a purchase: stats | Future of Customer Care | Scoop.it
Online shoppers expect to receive assistance within five minutes, otherwise will either head elsewhere or abandon a purchase altogether.
Andrew Ranson's insight:

good stats on online purchaser behavior/preferences

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Is “Social Care” the Best Customer Service Strategy?

Is “Social Care” the Best Customer Service Strategy? | Future of Customer Care | Scoop.it
Consumers are now turning to social media to address their customer service concerns. And they want you to give them the “social care” they’re expecting. (Is "Social Care" the Best Customer Service Strategy?
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Turn Customer Care into "Social Care" to Break Away from the Competition - Gadi Benmark and Dan Singer - Harvard Business Review

urn Customer Care into "Social Care" http://t.co/7DAFYauI
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