Customer Service is often a weakening point of several companies, but it can turn out to be straightining, a key factor for customers to select suppliers. What are customers demanding and how? Is Customer Service evolving according to new technologies?
Things really started to get serious when Laura McClellan from Gartner said that thing about marketing technology. You know what I’m talking about…it’s the quote that launched a thousand venture money pitch decks.
“By 2017 the CMO will spend more on technology than the CIO.”
Forbes 40 Eye-Opening Customer Service Quotes Forbes Customer service excellence has always been and will always be one of the critical competitive advantages for any business. Here are 40 quotes supporting this premise: Make a customer, not a sale.
Poor customer service almost guarantees that the next time your customer has a need, they’ll look elsewhere.
Really helping customers is critical if you want to deliver the type of experience that positively engages with your customers and creates the type of relationship that they consider working with you time and time again.
83% of online customers need customer service help in order to complete a purchase. Is your experience meeting customer needs?
Social media is fast becoming one of the main destinations for news online. An infographic created by the University of Florida Online, explores the evolution of the news industry and the way news is consumed.
In 2012 there were 2.4 billion Internet users, and 1.4 billion of them were using social media. Nearly 50 percent of Internet users surveyed said they regularly or occasionally heard about a breaking story on social media before it broke on mainstream sources. In fact, since 2009, social media buzz has resulted in a 57 percent increase in traffic to news sites.
Now online dominates the news market, with 64.5 percent of people going to official sites like The New York Times to get their news. Surprisingly, nearly 30 percent of people still get their news from the papers, but social media is hot on print’s heels with 27.7 percent of consumers.
What is the difference between opt-in customer feedback versus random-sample customer experience measurement? 'Feedback' direct to the company and via social is (Opt-in feedback vs Random sample #measurement - what's the difference?
Abandon Email As A Customer Service Channel At Your Peril. Research finds that customers still want and prefer customer service via email despite, the fact, that many firms are abandoning it as a customer service channel.
Last week IDG published their latest big data enterprise survey and predictions for 2014 finding that on average, enterprises will spend $8M on big data –related initiatives in 2014.
The study also found that 70% of enterprise organizations have either deployed or are planning to deploy big data-related projects and programs. The study 2014 IDG Enterprise Big Data Research is summarized here. The goal of the study includes gaining a better understanding of organizations’ big data initiatives, investments and strategies.
These are the people who interpret customer needs and wants into a product design. It is a best practice to have them handle customer support lines on a regular basis to learn firsthand how accurate were their interpretations.