Olivier ChoronMay 6, 2015 With 67% of customers’ buying decisions occurring digitally, before they have even engaged with you, it is ever important that your digital presence be nothing but a positive one. The social media craze presents a real opportunity not only for social selling, but also to deliver exceptional customer service. Here I … Continue reading How to Deliver Excellent Customer Service on Social Media
Nadya AhmedApril 25, 2015 Ever heard the phrase ‘Get with the times’? Often used among the younger generation when describing people that aren’t on trend or up to date, this phrase isn’t too distinct from the world of customer service, because as technology has evolved it would seem that most aspects of customer service haven’t. … Continue reading Technology Has Changed. Why Hasn’t Customer Service?
Joyce TamApril 24, 2015 Field service organizations need to be more efficient, develop better time-saving approaches and fix a problem on the first visit to meet customer expectations, and a new study released this month confirms this priority. The study, conducted by OnePoll, an independent worldwide research agency, surveyed 2,000 adults in the U.S., and found that fixing the … Continue reading Fixing It the First Time Must be a Priority in Field Service
Megan TotkaApril 22, 2015 Tell me if this sounds familiar: You log into your laptop and type in the name of the car make and model you are interested in buying. When you log into Facebook five minutes later, an ad for that exact make and model pops up in the right rail. You look … Continue reading Do Consumers Love or Hate Personalized Messaging?
Katie CooperApril 20, 2015 When you’ve worked hard to build and maintain your brand, it’s easy to become emotionally attached to your work. However, it’s also incredibly important to leave that emotion at the door when dealing with customer complaints, especially when left on social media channels like Facebook. Over the years, social media platforms … Continue reading Managing The Negatives: 5 Tips For Handling Customer Complaints On Social
Emeka ObianwuApril 18, 2015 Growth is great, but it can be painful too. It often brings uncomfortable change when you discover you’ve outgrown your resources and what you’ve had is no longer enough to keep up the pace. Most in the identity management field are feeling these growth twinges as digital business proliferates into every … Continue reading What You Need to Know When Evaluating Consumer IAM Solutions
Paul BywaterApril 14, 2015 Improving cost effectiveness and efficiency will help improve just-in-time manufacturing supplier relationships, adding additional value for your customers. As the name implies, just-in-time manufacturing (or JIT) relies on processes coming together in a timely fashion. These processes must combine relationships with technology for the greatest efficiency and mutual benefit for all parties. Sharing … Continue reading Seize Control: Improve Your Supplier Relationships in 3 Steps
Richard ShapiroApril 13, 2015 Many marketers spend too much time trying to figure out the nuances of how to sell or service various age groups, the Greatest Generation, Baby Boomers, etc. I think it’s a waste of time. The newest generation, defined as anyone born after 2004, is even yet to be named. However, scholars … Continue reading Should Service Delivery for Millennials Be Different?
Luana SpinettiApril 11, 2015 Users love to return to their favorite websites. Often. They especially love them when they feel a connection to the design, the community and the owner. In my 11 years of experience as a web designer and blogger for both personal and business websites, I learned that there are certain winning … Continue reading 37 Elements Of User Engagement – UX, Conversions, Loyalty
Tricia MorrisApril 7, 2015 In 2012, an IBM survey of approximately 1,700 CEOs around the globe predicted that social media would become the number two customer interaction channel behind phone somewhere between 2015 and 2017. A 2012 Gartner Predicts said that by 2014, refusing to communicate with customers on social media would be as harmful … Continue reading Social Customer Service: Brands May Not Love It, But They Cannot Leave It
