Omnichannel Customer Service: Phone still king for first and second contact

Zendesk just announced the results of a global consumer study on omnichannel customer service. The results show plenty of room for improvement, despite years of talk about multi/omni-channel service. For starters, while two-thirds have purchased using multiple channels, just 7% of respondents said they were extremely satisfied with omnichannel service, lagging behind sales. Consumer think […]

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5 questions for Wil Wurtz about "The Customer Profit Maxim"

Wil Wurtz has two decades of experience in customer management, and has seen the rise of CRM (as founder of the Dutch CRM Association) and more recently CEM. Through it all, he is one of the world’s best thinkers about balancing value creation for customers (which drives customer satisfaction and loyalty) and value creation from […]

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Say goodbye to social silos. SAP Jam adds "work patterns" to support a collaborative business

“Social” is a term that can be used in so many different ways. In our personal lives, being social means connecting with other people, sharing, and being part of a community. We’re not necessarily trying to get something done, just being social is enough of a reason to post on Facebook, Twitter, Instagram, etc. Oh, […]

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Reviews 2.0: OpenTell's authenticated customer feedback changes the game

There’s no question that the so-called “social customer” has changed the balance of power. I think Dave Carroll, the creator of the famous United Breaks Guitars video said it best: “No customer is statistically insignificant.” Customers who are mistreated, or delighted, can freely post on Twitter, Facebook, blogs, or review sites. For all the talk […]

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Marketing and IT, in the name of CX, why can't you just get along?

In recent months there’s been a lot of commentary about how much technology CMOs will be purchasing in the coming years, which could make marketing a bigger IT department than, um, the IT department. Much of this marketing tech euphoria is fueled by Gartner’s prediction that by 2017, CMOs would outspend CIOs on technology. And […]

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