I Spent 29 Years Adopting Channels for Customer Service – Here is What I Learned

I figured I’d try a little bit of click-baiting, see how it works…

Beyond the lame title, this is a good post.  Another one in the “I did an amazing webinar, and these are the questions I did not get to” series.

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Evangelizing Omni-Channel (Why It Is Not the Answer)

One of the topics that we set out to discover during out surveys past two years (note: take our survey this year, please? was whether organizations and practitioners were already on board with the concept of omni-channel. What we found out was pretty much in line with what we expected: it is too early for them to focus on it.

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Customer Service: The Forgotten Marketing Channel

Guest Post by Salesforce Canada 

Considering more than half of consumers would pay more for a better customer experience and that it takes 12 positive customer experiences to make up for one negative one, quick, effective service should be top of mind for any business. 

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The Most Useless Research Stat: Consumer Channel Preferences

Quick two-question survey:

  1. Do you think that banks and credit unions should continue to increase their investment in the mobile channel? (Y/N)
  2. Do you think the “voice of the customer” is important for bank and credit unions to pay attention to? (Y/N)
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Bernie Hogan: 'Networking in Everyday Life'

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Television Broadcast Is Moving To A Multiplicity Model

by: Idris Mootee

Are we getting near an industry breakpoint for the broadcast media and television industry? Macro forces are forcing a collision between the Internet and the world of video and television content distribution. This transformation may last for a few good years until the industry fully reconfigure itself.

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Channel Preferences Don't Matter

eMarketing and Commerce reported on a Habeas study which found that:

67% of consumers prefer email as a communications channel over other online vehicles, and 65% believe this will continue to be the case in five years.”

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