Dramatic demographic shifts are transforming the world’s consumer landscape. Our new research finds just three groups of consumers are set to generate half of global urban consumption growth from 2015 to 2030.
Three demographic groups will generate half of all global urban consumption growth through 2030. Millennials are not one of them. What does it mean for your business?
Knowledge management is an organizational approach that helps businesses collect, organize, share and use information to their advantage.
Knowledge management system and social networks can elevate your customer support by providing quick access to the right information, sharing best practices, improving efficiency and speed of customer support. Here're 6 examples of how a good knowledge management system can improve your customer support.
By Scott Broetzmann Customer Rage – Many companies don’t really understand it and are impotent to manage it because they are infatuated with insincere customer experience metrics and narrowly focused on optimizing a transaction. Consider these disquieting facts from the 2015 National Customer Rage survey: Customers are experiencing an ever-increasing level of problems with products and services; 54%…
Scott Broetzmann discusses two most commonly made mistakes that prevent companies from achieving ROI on customer experience programs.
Almost all business owners hate Yelp, but they understand its power. User generated reviews in general are tremendously influential in persuading people to buy. One study found that 88% of consumers…
Why user generated reviews matter? "88% of consumers trust online reviews as much as personal recommendations and 72% of consumers say positive reviews make them trust businesses more." User reviews can attract or detract new customers, they can also offer you free insights about your customers.
By Mary Murcott “What we’ve got here is a failure to communicate”. That is a reference to the 1967 movie Cool Hand Luke, and my assessment after rereading the findings of our Consumer Study on Customer Rage associated with complaints and the complaint handling process. The communication problem exists on many levels – between customers…
In a recent blog post Analytics in Services: Actions versus Talk, we reviewed how companies are applying big data and analytics for both internal and external uses. That review led to a survey and executive panel discussion at the November 2015 Arizona State University Center for Services Leadership (CSL) Annual Compete Through Service Symposium where…
By: John Abraham Several years ago, I met a successful customer service director in a retail bank. She had led the charge to bring customer experience thinking into the bank’s branch operations and call centers, defining how the company’s brand promise should be reflected in customer interactions. In fact, they had developed a specific greeting…
Join the Center for Services Leadership at Compete Through Services Symposium on November 5th, 2015, to hear John Abraham, Medallia Institute, and Michael Morton, Best Western International, speak on Breaking Barriers Between Service Metrics and Customer Experiences.
By Mary Murcott The results of 2015 Customer Rage Study show that consumers are increasingly dissatisfied with customer service in spite of the investments companies are making to improve customer satisfaction. Over 60% of the consumers interviewed for the study felt that they got "nothing" in response to their complaints about a problem with a…
Expert advice on how to reduce frustration and rage when dealing with bad customer service. These five communication tips will help you save time and will significantly improve your chances for a favorable customer service resolution.
The advent of the Internet-of-Things (IoT) in today’s world of connected things and connected people has made it possible for firms to harvest lots of real-time customer data – information from people and objects, and indeed everything. This is compounded by individuals spending much of their time generating data for others about our lives, placing…
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