ijgolding

AUGUST 12, 2014

Our obsession with Facebook, Twitter, Google+, Instagram and more has led to the humble consumer actively seeking to interact with companies via social networks. Part of the problem is that customers do not recognise channels – they recognise the company they are interacting with. You can buy the book online here.

Social Media 230

Social Media Customer Service Customer Experience Roadmap 230

ShepHyken

JANUARY 5, 2018

Research from Harris Interactive found that 75% of consumers believe that it takes too long to reach a live customer service agent. This means that there are potential process or technical issues within the customer service department that can’t support customers in a timely manner. Text Messaging.

Customer Service 80

Customer Service Poor Customer Service Multi-Channel Study 80

CX Journey

JANUARY 11, 2018

Other benefits of an omnichannel experience include: Deliver Better Customer Experiences through leveraging real-time and historical data on customer online shopping behaviors, profile preferences, and purchase history, as 90% of customers expect consistent interactions across channels.

Omni-Channel 145

Omni-Channel Communication Social Media Hotels 145