Yearly Archives: 2013
Why Some Call Centers are Better than Others
What is Customer Experience Worth to Your Company?
How does providing a great customer experience impact a company’s results? According to a study by Watermark Consulting, customer experience leaders generated a return three times...
Read More >>>Text as a Service Channel
According to a recent study by Execs in the Know, most companies do not offer SMS texting as a customer assistance/service option. But customers seem...
Read More >>>The Channels of Service Organizations Provide
Here’s a snapshot of how many organizations currently provide the following service channels for customers, according to a recently-released report from the International Customer Management...
Read More >>>Going Mobile: 1980s and Now
Check out this 1980’s Motorola ad for cellular telephones. “There are only a few thousand cellular phones in use right now, but that number is...
Read More >>>Packaging Matters
Click through these photos of aircraft paint jobs (courtesy of CNN Tavel) and try not to smile! My favorites: Kulula (This Way Up) and ANA’s panda theme. Yes, packaging matters! So do the communication channels...
Read More >>>Staying in the Know
How do you keep up? According to a recent IDC report, the digital universe will grow by a factor of 300 from 2005 to 2020, from 130 exabytes to 40,000 exabytes (John Gantz and David...
Read More >>>Pressure Test Your Service Operation
Utilities Harness Social Media for Customer Service
“The way utilities view social media is radically changing,” says Greg Guthridge, global lead for Accenture Energy Consumer Services, quoted in a recent article in...
Read More >>>Today's Connected Consumers
Cisco recently produced a study based on a survey of Gen-Y-ers (respondents included were college students and workers ages 18-30 years old). Some of the...
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