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17 September, 2012
Published by John M Perez in Contact Center, Mobile Customer Experience
If you are in a strange city and want to find a good local restaurant, the easiest way is to ask your hotel concierge. But for how much longer? The advances we have seen in mobile technology in recent years, particularly in areas such as natural language intelligence and location-based services, mean that mobile search [...]
28 March, 2012
Published by John M Perez in Blog, Mobile Customer Experience
72% of consumers have a more positive view of a company if they have a mobile customer service app.
The new year is upon us, and like every year around this time – industry thought leaders look back at the year in review and look forward at what will happen in 2012. Below are some of my 2012 trends around the Customer Experience Software market. In particular, I am focused on the trends that [...]
22 November, 2011
Published by John M Perez in Blog, Mobile Customer Experience
Research company Clickfox recently published an excellent study this week on Mobile Customer Service and I thought I would share a couple of the highlights included in the report that I firmly believe will have an impact on mobile service in the year 2012. Clickfox does some excellent research on Social and Mobile trends and [...]
21 November, 2011
Published by John M Perez in Blog, Infographics, Mobile Customer Experience
Source: Clickfox
10 November, 2011
Published by John M Perez in Blog, General, Mobile Customer Experience
British Airways Airline is redefining the tools their cabin crew utilizes to provide better customer service to it’s passengers. Over 2,000 iPads are now deployed to Senior Cabin crew staff in an effort to better service their customers. The iPads are pre-loaded with specially designed software and apps which allow the crew to access data [...]
31 October, 2011
Published by John M Perez in Blog, Mobile Customer Experience
We have begun the journey to create a native iPhone app for our website so that professionals in the Customer Experience business can continue to collaborate, and keep up to date with the latest in the Customer Experience Industry. Our app will be rebranded and labeled “CX in The Cloud”. This is short for Customer [...]
I often get asked how do you measure the success of an online customer service strategy? Along with that question is what do I measure, and how do I know if I am performing well? As a result, I decided to start a 3 part series on how to measure online customer service success. The content [...]
20 June, 2011
Published by John M Perez in How To, Mobile Customer Experience
The Customer Service in the cloud community has been optimized for your mobile devices. This includes Blackberry’s, Google OS, and iPhone devices. To access the mobile version follow these steps: Go to Your Mobile Web Browser. Type in “www.csinthecloud.com“ Add the shortcut to your browser or your device. Enjoy the content.
One of our goals in the CS In the Cloud community is to expose and promote great solutions in the Customer Service and Customer Experience industry. I have blogged about The Social CRM Customer Support Guide for Small Businesses, and as I was on the road this week – I stumbled across 3 new innovative [...]
by John M Perez on October 18th 2012
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by John M Perez on September 17th 2012
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Great list. IKEA has begun to publish videos to aid frustrated home-furniture bu...
Great post here!...
This is a very interesting concept. If companies aren't doing so already, they ...
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