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2013 #Marketing Trends & #Data that will impact 2014 [#Infographic]

2013 #Marketing Trends & #Data that will impact 2014 [#Infographic] | Customer Service | Scoop.it
Marketing Strategy - Let's look back at the significant marketing trends and events in 2013 that may shape our marketing in 2014.

Via Eric_Determined / Eric Silverstein
Colin Taylor TRG's insight:

More tips and trends that will impact #custserv in 2014

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Eric_Determined / Eric Silverstein's curator insight, December 31, 2013 3:53 AM

Trends and Data from 2013 will become the foundation for 2014.


Any stats that surprise you?


Which area will impact you the most?

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The Last Customer On Earth: A Leadership Tactic For Service Superiority

The Last Customer On Earth: A Leadership Tactic For Service Superiority | Customer Service | Scoop.it
When you treat each customer as if she’s the last remaining customer on the planet–the customer on whom the very existence of your business depends–things start to change in your perception, and, almost simultaneously, in the results you get from your customer relationships: • Every customer request is an opportunity, not an imposition. • Everything [...]
Colin Taylor TRG's insight:

Any contact can be your last contact with that customer. WE must on each and every interaction give them a reason to want to come back. #custserv #callcenter #cx

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Customer Experience...the Bottom Line

Customer Experience...the Bottom Line | Customer Service | Scoop.it
The Customer Experience (CX). CX has been all the rage on the speaking circuits for the past couple of years.
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3 Customer Experience Myths - The Taylor Reach Group - Call Center Consultants

3 Customer Experience Myths - The Taylor Reach Group - Call Center Consultants | Customer Service | Scoop.it
Recent findings from Harvard’s Business Review exposes three classic customer experience myths: 1- Customers want to have relationships with brands. Truth: 77% don’t want to build a relationship, they are viewing their interactions as transactions. 2- An increase in interactions is always the answer. Truth: Too much interaction, too many emails, flash sales and contact [...]
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A Purposeful Customer Experience Shouldn't Happen by Accident. - Tuesday, 3rd March 2015 at 4Hoteliers

A Purposeful Customer Experience Shouldn't Happen by Accident. - Tuesday, 3rd March 2015 at 4Hoteliers | Customer Service | Scoop.it
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Putting Yourself in the Customer’s Shoes Doesn’t Work: An Interview with Johannes Hattula

Putting Yourself in the Customer’s Shoes Doesn’t Work: An Interview with Johannes Hattula | Customer Service | Scoop.it
Empathy can sometimes backfire.
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Finextra PR: MasterCard partners Cubic on mobile customer experience for commuters

Finextra PR: MasterCard partners Cubic on mobile customer experience for commuters | Customer Service | Scoop.it
Finextra: At Mobile World Congress, MasterCard today announced a global partnership with Cubic Transportation Systems, a leading provider for smart city solutions across North America, Europe, Middle East and Asia-Pacific.
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Great customer experience a gift that keeps giving

Great customer experience a gift that keeps giving | Customer Service | Scoop.it
Take notes from companies that are making customer experiences exceptional, memorable
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The 5 Star Approach To Turning A Customer Experience Around

The 5 Star Approach To Turning A Customer Experience Around | Customer Service | Scoop.it
“People only complain about what they care about,” according to Connection Coach Jonathan Sprinkles. To that end, here's Sprinkles’ five star strategy for turning an unhappy customer experience around,
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Customer experience dips with brokers and across industry

Customer experience dips with brokers and across industry | Customer Service | Scoop.it
A global survey of insurance trends and customer satisfaction has found that Australian customer experience has dropped and a certain segemnt of the population is to blame for the falling experienc ...
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How to Increase Conversion Rates By Talking To Your Customers

How to Increase Conversion Rates By Talking To Your Customers | Customer Service | Scoop.it
What if I told you that there’s a way that you can boost your conversion rates by as much as 250%, generate a click-through rate (CTR) that’s 3x higher than before and cut your cost-per-click (CP…
Colin Taylor TRG's insight:

A Radical idea one something worth trying 

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Gen X and Y overlooked by life insurers: EY

Gen X and Y overlooked by life insurers: EY | Customer Service | Scoop.it
Gen X and Y are overlooked by Canadian life insurers, according to an EY report. Exploring this underserved consumer market will help insurers achieve growth and relieve pressure on costs and margins.
Colin Taylor TRG's insight:

The Insurance industry has to change to meet the expectations of Gen X and Y. #custserv #custexp #callcenter

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Customer Service Debacle Resolution Teaches Valuable Business Lesson

Customer Service Debacle Resolution Teaches Valuable Business Lesson | Customer Service | Scoop.it
Recently Intuit, the company that created TurboTax software for individuals to do their own taxes, made a customer service mistake.
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Taking a serious look at the Customer Experience for a ROI

Blog: Investing in the Customer Experience gives a clear return on investment. In this article we look at the evidence of ROI from Cx
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Your Customer Is A Narcissist: How To Turn This To Your Advantage In Customer Loyalty

Your Customer Is A Narcissist: How To Turn This To Your Advantage In Customer Loyalty | Customer Service | Scoop.it
The customer’s at the center of the customer’s universe A customer wants to feel that they’re at the center of your (the service provider's) world. Customers are, after all, already at the center of their own world, their own reality.
Colin Taylor TRG's insight:

Customers may think "it is all about them" and they would right.

#custserv #callcenter #cctr

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Twitter overtakes email for fast, accurate customer service, says study | .rising

Twitter overtakes email for fast, accurate customer service, says study | .rising | Customer Service | Scoop.it
Twitter is coming of age as a customer service channel with more questions answered accurately through social media than email for the first time, yet companies are failing to successfully respond to 59% of tweets, according to a new study.
Colin Taylor TRG's insight:

There are a number of barriers to effective #custserv by Twitter, such as confidentiality, but clearly it is a viable service channel. higher accuracy and faster response means that its use will continue to grow as a #customerservice channel. #custexp #callcenter #cctr

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Playing the JCPenney blame game

Playing the JCPenney blame game | Customer Service | Scoop.it
No, it's not a new promotion, but the latest excuse for holiday losses.
Colin Taylor TRG's insight:

Customer Loyallty rankings are good news for Marshall/TJ Maxx, Macy's and Kohl's and bad news for JC Penney and Sears. #custserv #cx #retail #call ccenter

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Kofax Focuses on Customer Communication with $19.5M Buy

Kofax Focuses on Customer Communication with $19.5M Buy | Customer Service | Scoop.it
Kofax, an Irvine, Calif.-based financial technology company, just spent $19.5 million to acquire Aia, a customer communications management vendor based in The Netherlands.  Kofax will integrate Aia’s software into its TotalAgility platform. It will also continue to offer the product on a standalone basis.  Kofax claims the acquisition will strengthen its platform and give it a competitive edge. Topic: Customer Experience.
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Caring After the Sale - the Missing Step in Creating Customer Loyalty

Caring After the Sale - the Missing Step in Creating Customer Loyalty | Customer Service | Scoop.it
Showing customers they matter after the transaction is complete is a critical step in the customer journey. It validates that you care. However, most companies miss that piece of the puzzle. In order to develop true customer loyalty, the shopping experience must be more than just a transactional exchange. Gestures of appreciation are necessary to remind customers they are important to you.Not enough managers test their own systems by buying something from the company and seeing how they feel thr
Colin Taylor TRG's insight:
The old sales adage "Don't confuse Sell, with Install", is dangerous to any organization seeking to build a long term customer relationship. #custserv #customerjourney #cx
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Toronto’s Pearson Airport offers free music and book downloads

It only works when you're actually there, but the gifts are yours to keep.
Colin Taylor TRG's insight:

Will free music and book downloads improve the #custsexp and wait at YYZ? Amex thinks so. #custserv #cx

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The Bottom Line On Queues

The Bottom Line On Queues | Customer Service | Scoop.it
I had the enormous pleasure this week of meeting Evan Davies and recording an episode of The Bottom Line for broadcast on BBC Radio Four. In addition to being great fun it was a thought provoking exp…
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Joining the Customer Journey Using Online Communities

Joining the Customer Journey Using Online Communities | Customer Service | Scoop.it
Every marketer from Boston to Bejing seems to be focused on something called the “customer journey.” A Google search on this two-word phrase returns over 627,000 results. It’s one of those “E…
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Four Trends That Might Just Make Your CMO Obsolete

Four Trends That Might Just Make Your CMO Obsolete | Customer Service | Scoop.it
While this idea may sound apocalyptic, I'd suggest the traditional post of CMO may well be on the way out. Consider British Airways, traditionally a champion of big brand marketing, whose recent top-level marketing restructure has seen the end of the CMO role entirely and its incumbent moved to the new post of director of customer experience.
Colin Taylor TRG's insight:

If Customer Experience is the new Marketing, so the end of the CMO maybe in sight. #cx #custexp #custserv

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AAFES ties Wal-Mart for low satisfaction

AAFES ties Wal-Mart for low satisfaction | Customer Service | Scoop.it
Army and Air Force Exchange Service stores are now tied with Wal-Mart stores for the lowest ranking in customer satisfaction among the largest retailers, according to a national survey of customers.
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The Uberfication Of Market

The Uberfication Of Market | Customer Service | Scoop.it
Deepak Advani, GM, IBM Commerce, on how the buyer fares in the age of mobile-meets-social media marketing phenomenon
Colin Taylor TRG's insight:

Social meets Mobile and its a game changer, for marketers and for #custserv and #callcenter operators- \think surge pay for agents. Do you have a plan for the new world order?

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Customer Journey Mapping made easy

Customer journey maps are a critical tool to improve your customer experience. Learn how to integrate research-based journey maps with workshops to bring this …

Via RUDDY LUCE
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