Category Archives: Customer Experience
Staffing for Mobile
Are Your Mobile Apps Ready for Prime Time?
Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime...
Read More >>>Smartphone Statistics
Retailers reported that sales via smartphones grew an average of 87% in 2014. (Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for...
Read More >>>The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right
The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an...
Read More >>>Align the Organization to Deliver the Best Possible Customer Experience
Helping Customers Serve Themselves
Are we doing enough to enable customer self-service? Here are some statistics to consider: 72% of customers go online to serve themselves, but only 52%...
Read More >>>Celebrating 30 Years of Contact Centers
Here’s a short (four-minute) video Brad and the ICMI team developed that shows how service has evolved over the past three decades.
Read More >>>The Edge of Service® Newsletter, Issue 13: Statistics Behind a Service Revolution
The Edge of Service® Newsletter, Issue 13: Statistics Behind a Service Revolution Watermark Consulting hit...
Read More >>>The 12 Principles of Customer Relationships
The principles behind building strong customer relationships are as important as ever in today’s hyper-connected economy. Evolving customer expectations, social communities, new channels and...
Read More >>>Customer Service and Contact Center Statistics
Are you looking for meaningful customer experience and contact center statistics? We put together a compilation that can help you make a case for great...
Read More >>>Anticipating Customer Needs
Customer expectations are changing quickly! Here are ways to anticipate their needs.
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