ijgolding

AUGUST 12, 2014

I first met Martin at a customer service conference in 2009 – his knowledge, passion and expertise is infectious – his collaboration with Carolyn has produced a resource that is a ‘must-read’ in my opinion. As a Customer Experience Specialist, I am constantly looking to refresh my knowledge and expertise.

Social Media 230

Social Media Customer Service Customer Experience Roadmap 230

ShepHyken

JANUARY 5, 2018

No multi-channel support: This goes back to knowing your customers and what they like. Not all customers like to communicate the same way, especially when there are multiple ways to engage. How text messaging creates instant customer service. There’s one that is missing. Text Messaging.

Customer Service 80

Customer Service Poor Customer Service Multi-Channel Study 80

CX Journey

JANUARY 11, 2018

Provide More-Effective Marketing through targeted promotions and remarketing strategies based on data-driven customer segmentation across channels, as campaigns integrating four or more digital channels will outperform single or dual-channel campaigns by 300%. Ford Blakely is the founder and CEO of Zingle.

Omni-Channel 145

Omni-Channel Communication Social Media Hotels 145