customer service

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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What Really Annoys Customers About 'Customer Service Pain Points'?

You will need to click on the image to read. Whilst this research was carried out in the US but I would think applies equally to the UK.

You would think that if these things are so b****y obvious that companies would be doing all they can to sort the problems.

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Customer Service Research – One More Time!

Yes, it’s that time of the year.

The (now) fourth version of this wonderful research on Customer Service Usage and Adoption report is coming back!

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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 Silent Rise of Chat in Customer Service Adoption

Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA, A Verint Company (the summary of early findings is here, and the findings on social can be found here, mobile here, and operationalization of customer service here) I’d like to explore the rise of chat in contact centres.

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The Operationalization of Customer Service

Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA, A Verint Company (the summary of early findings is here, and the findings on social can be found here, and mobile here) I’d like to explore a little bit more the operationalization of customer service.

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Hearing Loss? Denial Doesn’t Work. Trust Me.

Well done AARP in providing advice about hearing loss and well done in engaging Katherine Bouton to write the blog.

My hearing is definitely in decline and I can identify with so much that Katherine writes. These tips for making it easier to engage somebody with hearing loss are great. 

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The Emergence of Mobile Customer Service

Continuing the series of blog posts examining the early results of the customer service channels adoption and usage study generously sponsored by KANA, a Verint Company (read the summary here, the previous entry on social here, and watch this blog for the next entry in a week) I want to address some of the findings around mobile customer service.

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Four Seasons Hotels Review a Daily "Glitch Report"

This is from the autobiography of Four Seasons founder Isadore Sharp, "Four Seasons: The Story of a Business Philosophy." Four Seasons has an unparalleled reputation for customer service. 

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The Baffling Advances of Social Customer Service

I shared with you last week the first of four top-level insights gathered via the research I conduct every year (thanks to the sponsorship of my friends at KANA, a Verint company). If you have not read them, you can read the high level entry here.

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