According to a NICE 2012 Consumer Channel Preference Survey, consumers on are now using six different channels on average to contact service providers, and 86% say that they are communicating more often with businesses over all major channels, using the one that’s most convenient at any given time. That may be an online support ticketing, […]
Great but awkward interview with Salesforce CEO Marc Benioff with Michael Arrington. Marc speaks on Bill Gates, Larry Ellison, and Steve Jobs in a humbling way.
Survey: Many Contact Centers Not Testing Their Solutions – Business 2 Community.
Which Industry has the Best Customer Service on Facebook? [Infographic].
Software Advice, a free resource for top customer service systems, recently partnered with Salesforce Desk.com to find the top reasons companies buy or replace customer service software and the features they want most. These results came from analyzing data from 361 companies in the market for customer service solutions between 2011 and 2013. Why Businesses […]
There is a high price to pay for poor customer service, while conversely, there is money to be made from consistently delivering an exceptional customer experience. The challenge on both sides is that customer expectations have never been higher for service and support. According to Accenture’s 2012 Global Consumer Pulse Research: 63% of consumers point to 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 way from my flight to get my luggage, I get a tweet from the folks over at GetApp.Com. They indicated that I made their list […]
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 when your managing an online customer service operation. In this blog post I included 10, but in my book I cover about 30 key performance […]
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, the more demanding they become of the online customer experience. Consumers are very articulate when it comes to their online expectations, and they’re quick to […]
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 in Deloitte’s 2013 LivePerson Connecting with Customers report who say they are shopping online more frequently than they used to. When they hit your site, […]