While there may be a perception that only younger consumers use social media as an access channel, research published mid 2014 by eConsultancy suggests that...
Read More >>>Category Archives: Customer Service
Motivation and Engagement: Your Leadership Matters
Update Your Customer Access Strategy for Social Media
To put effective social customer service in place, you need an updated customer access strategy. Put a team together and think through the following questions:...
Read More >>>Employee and Customer Engagement—The Numbers Are Stunning
Forward-looking managers are always looking for ways to increase the engagement of front-line employees. They understand that the secret sauce to the best possible service...
Read More >>>Angry Customers? “…meet them where they are”
Here’s a great quote to discuss at your next team meeting: “It’s easy to accept the easy customer. But as Morantz [Craig Morantz] aptly points...
Read More >>>The Most Important Development in Customer Service
The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service
The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service Being part...
Read More >>>The Problem with Daily Averages (and the Solution)
Can You Afford to Ignore Social Media?
Proactively engaging your customers yields many benefits. For example, research conducted by CFI Group finds that customers who post their contact center experiences on social...
Read More >>>Should We Have Objectives for Abandonment?
Smartphone Growth
As of December 2014, nearly 75% of all U.S. mobile subscribers aged 13 and older owned a smartphone. The highest adoption rates belong to mobile subscribers aged 25-34 (88.9%), and 18-24 (88.6%). In January 2013,...
Read More >>>What Do Customers Want You to Know?
It is axiomatic that in order to best serve your customers, you have to “know” them. In other words, you need to understand your customers’...
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