John M Perez in The Top 10 Most Influential Experts to Follow on Customer Service
It's been a long two weeks on the road, and as I land back in my home town of New York, I was delighted to a great surprise. On my ...
Top 10 Online Customer Service Key Performance Indicators
As I put the final touches on my eBook entitled "Customer Experience in The Cloud". I thought I would share with everyone some of the key performance indicators to evaluate ...
What it Takes for Consumers to Click, Not Abandon
The expansion of digital channels and an increasingly crowded online marketplace are changing consumer spending habits and online behavior. And the more consumers spend online, both in time and money, ...
Help Online Customers Within 5 Minutes—or Lose Them Forever
I’m a major shopper, as all my friends know, but even I am shopping online more often these days. That puts me in line with the 60 percent of consumers ...
How To Build a Business Case for Customer Service Investments
This is Forrester blog post by author Kate Legget. Utilize our business case tools on our online store where you can find digital templates to help evaluate the value of ...
Need-to-Know Online Customer Service Statistics
According to a recent survey by Deloitte, 60% of consumers say they are going online more often to find the best products and services – and their decisions are heavily ...
The Ideal Online Experience: What it Takes for Consumers to Click, Not Abandon
The expansion of digital channels and an increasingly crowded online marketplace are changing consumer spending habits and online behavior. And the more consumers spend online, both in time and money, ...
10 Surprising Stats About Great Customer Experience
Whether you provide most of your customer service through email, social media, call centers, or your in-house call agents, your main goal is to provide customers with the best possible ...
