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Saving the world from Bad #CustServ - interesting & original articles about Cust Serv & Cust Exp
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Airlines using data to reach flyers in real time: Travel Weekly

Airlines using data to reach flyers in real time: Travel Weekly | #CustServ | Scoop.it
New technologies for gathering and analyzing data are bringing significant changes to how airlines use their growing cache of personal information about passengers and how agents sell travel.
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6 eCommerce Customer Service Benchmarks for Your Business

6 eCommerce Customer Service Benchmarks for Your Business | #CustServ | Scoop.it
What type of customer service benchmarks should your eCommerce business be hitting? The E-Tailin...
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Mobile meets social = customer experience - Banking Exchange

Mobile meets social = customer experience - Banking Exchange | #CustServ | Scoop.it
Today’s consumer wants worlds to blend on handhelds As just about everyone now uses social media, it has become commonplace for people to consult with...
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Barclays becomes first UK bank to embrace to face-to-face video banking in the home

Barclays becomes first UK bank to embrace to face-to-face video banking in the home | #CustServ | Scoop.it
Barclays has become the first UK bank to roll out a face-to-face video banking service letting customers communicate with employees from...
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Cyber Monday and the rise of online Christmas shopping

Cyber Monday and the rise of online Christmas shopping | #CustServ | Scoop.it
From Black Friday to Manic Monday, Anne Cassidy looks at the growth of Christmas season shopping on the web
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Infographic : multichannel - opportunity or headache?

Infographic : multichannel - opportunity or headache? | #CustServ | Scoop.it
Multichannel solutions are becoming increasingly commonplace as mobile devices, social media and big data help turn marketing and ecommerce into ever-more personalised experiences. This infographic shows why multichannel development matters so much to so many businesses and pinpoints some of the key opportunities and obstacles in this context from an enterprise perspective.
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Why investing in customer experience is so important

Why investing in customer experience is so important | #CustServ | Scoop.it
Coming up with the best or cheapest product is no longer good enough for global success. Apple, among other companies, has shown that products offering the best user experience are the ones that succeed today. This is an area where real investment is necessary.
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John Lewis: Digital comes second in our ‘old world’ view of customer service

John Lewis: Digital comes second in our ‘old world’ view of customer service | #CustServ | Scoop.it
John Lewis’ retail director Andrew Murphy has admitted that the company, renowned for its high quality customer service, has a traditional view of customer service that does not prioritise digital technologies.
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How to Provide Mind-Blowing Personalized Customer Service in 4 Steps

How to Provide Mind-Blowing Personalized Customer Service in 4 Steps | #CustServ | Scoop.it
Everyone has heard about Jerome McCarthy’s “Four P’s” of marketing – product, place, price, and promotion. Indeed, it is a fixture in any business textbook that advocates the importance of …
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Why Twitter and an omni-channel customer service strategy is vital to businesses

Why Twitter and an omni-channel customer service strategy is vital to businesses | #CustServ | Scoop.it
With the rise of tablets and smartphones Twitter isn't just intended for the consumer space any more – businesses should be using it to their advantage too.
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INFOGRAPHIC: Ten steps to brilliant social customer service

INFOGRAPHIC: Ten steps to brilliant social customer service | #CustServ | Scoop.it
Mobile content industry market data, funding, M&A and excutive moves
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Social Media & the Revolution of Customer Service

Social Media & the Revolution of Customer Service | #CustServ | Scoop.it
Wells Fargo's got your number, literally. You tweet a complaint about a problem with your account, and their customer service team, which monitors the Twitter accounts of the company, will reach out to you via direct message or phone call....
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Welcome to the future: 8 ways that digital innovation is reinventing insurance customer service | PropertyCasualty360

Welcome to the future: 8 ways that digital innovation is reinventing insurance customer service | PropertyCasualty360 | #CustServ | Scoop.it
Carriers that differentiate their customer service experience through a carefully designed, thoughtfully executed and adaptable digital strategy are more successful than their competitors at reducing customer service costs while increasing customer satisfaction and retention. And that's not all.
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Eptica | UK retailers failing at email customer service but improving on Twitter

Eptica | UK retailers failing at email customer service but improving on Twitter | #CustServ | Scoop.it
Eptica research finds web best channel for retail customer service Reading, 19 March 2015, Despite significant investment in digital channels, UK retailers are still only answering just over half (55%) of routine customer questions asked via the email, Twitter and web channels
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How (not) to lose friends and alienate people – key rules of customer engagement - Retail Gazette

How (not) to lose friends and alienate people – key rules of customer engagement - Retail Gazette | #CustServ | Scoop.it
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Telco operators planning to enhance customer experience in 2015 | MyCustomer

Telco operators planning to enhance customer experience in 2015 | MyCustomer | #CustServ | Scoop.it
Is the telecoms sector about to heed the call to improve customer satisfaction?
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Customer experience: 10 best practices that separate the leaders from the laggards | MyCustomer

Customer experience: 10 best practices that separate the leaders from the laggards | MyCustomer | #CustServ | Scoop.it
What are the best companies doing to deliver stellar customer experiences?
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Social Media Customer Service: Reacting vs. Engaging

Social Media Customer Service: Reacting vs. Engaging | #CustServ | Scoop.it
Customer Engagement Most companies I work with have the social media customer service thing wrong. They typically monitor social channels like Twitter, Facebook and others and react to the comments,…
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The lessons utilities can learn from financial services

The lessons utilities can learn from financial services | #CustServ | Scoop.it
Nunwood’s David Conway looks at what utilities customer experience management brands can learn from the financial services sector
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Cross-Channel Banking: Are You Keeping Up With Your Customers? [Webinar] - Genesys Blog

Cross-Channel Banking: Are You Keeping Up With Your Customers? [Webinar] - Genesys Blog | #CustServ | Scoop.it
Meet the needs of today's evolving customer with cross-channel banking solutions for customer service. See webinar on best practices in digital channels.
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How can beacons shine brightly in the customer experience firmament? | MyCustomer

How can beacons shine brightly in the customer experience firmament? | MyCustomer | #CustServ | Scoop.it
How can beacon technology be used in a customer experience context?
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Small Business Online Customer Experience

Small Business Online Customer Experience | #CustServ | Scoop.it
Are we ready for the new consumer? Technology has quickly become the main engine of differentiation of enterprises, and thus has a significant influence on their growth and profitability. We are in a…
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Great Customer Service Doesn’t Equal Great Customer Experience

Great Customer Service Doesn’t Equal Great Customer Experience | #CustServ | Scoop.it
I have to admit writing this post out of frustration. I’ve been, at the encouragement of the service provider, changing our mobile plans to save money. I’m not changing vendor, just the plans. At…
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