Joe Rawlinson

AUGUST 9, 2017

To deliver more personalized service, stay on top of current shopping trends by using analytics tools and services from providers such as NPD Group , which uses point-of-sale data from 300,000 stores to follow and predict consumer trends in 20 industries. Use social media channels to keep in touch with your customers and stay engaged.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

Eptica

AUGUST 19, 2015

They don’t want to email, tweet or phone, but are forced down these channels, adding to frustration and damaging the customer relationship. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

Eptica

JANUARY 6, 2016

What are the 4 key attributes of successful customer engagement? Showing the consistent appeal of evergreen content, this post from 2014 continues to attract many readers. Have a very Happy New Year and here’s to a successful 2016! Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

ShepHyken

JUNE 2, 2017

Ignore customer problems – right up to the point where they’re angry enough to complain, demand a discount, or leave for a competitor. To compound all this, traditional service – which waits until customers called the contact center before addressing a problem – has become much less effective.

Examples 75

Examples Self Service Wireless Call Center 75

Comm100

FEBRUARY 6, 2018

This CRM solution offers customer service and social media integrations, knowledge management for digital self-service, conversational bots and more. A leader in help desk services, Zendesk now has over 2,000 employees and serves 114,000 customers in 150 countries and territories. Cision’s negative point?

Software 104

Software Customer Engagement Engagement Omni-Channel 104

Tricia Morris

AUGUST 21, 2015

The top challenges organizations say they face in delivering a superior customer experience are: (1) consistency across channels, (2) ensuring that all inquiries are responded to and documented, and (3) utilizing customer data to identify trends. Customer experience is how a customer feels about a company over time.

CRM 40

CRM Customer Focused Self Service Conference 40