FinancesOnline recently released an infographic that provides a list of “top countries with the best...
Read More >>>Category Archives: Research/Statistics
Emotion as a Key Driver in Customer Loyalty
Earlier this year, Forrester released its “2014 Customer Experience Index,” which ranked 150-or-so brands across 14 industries. Here’s a sampling of top brands by sector:...
Read More >>>Great Service Makes Us Feel Better
Trendwatching.com just released the report, The Future of Customer Service, which begins with the following excerpt from an American Express 2013 study: “When 1,620 consumers...
Read More >>>Social Media Presence vs. Social Media Customer Care
According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally...
Read More >>>The Demand for Our Time Leads to Disengagement
A widely-circulated article with the provocative title, “Why You Hate Work,” summarized the results of a recent study from The Energy Project. In it, authors...
Read More >>>Making Good Decisions
One thing we all have in common as leaders and managers is the challenge of making good decisions. And (probably no surprise), there’s a strong...
Read More >>>Consistency Across Channels: We've Got a Long Way to Go
A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that...
Read More >>>Best Practices in Multi-Channel Support
Leading organizations are restructuring for better service
Many organizations are restructuring so that all channels of contact with customers are under the same management umbrella. This is causing enormous internal structural change...
Read More >>>And Now for Some… ahem… Breaking News…
A few month back, the Wall Street Journal ran a piece that concludes that “companies are trying harder to please customers amid the recession –...
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