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31 July, 2012
Published by John M Perez in Blog, Customer Experience Research
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 [...]
12 July, 2012
Published by John M Perez in CRM, Customer Experience Research
During the past five years, the customer service capabilities of CRM suite solutions have matured as vendors have focused on solidifying the foundational building blocks of customer support capabilities. Vendors have folded new technologies such as social computing, business process management, decisioning, business intelligence, and mobility into their solutions to allow organizations to offer more-personalized [...]
10 July, 2012
Published by John M Perez in Customer Experience Research
To help you better understand the future of the customer service experience, watch our Webcast with Kate Leggett, Senior Analyst at Forrester Research and John Perez, Customer Experience Strategist for Oracle RightNow.
3 July, 2012
Published by John M Perez in Customer Experience Research
Knowledge management for customer service has always been a difficult proposition. It’s not that knowledge management fails to work; it does its job well, as proven by the numerous case studies that show real ROI, as well as the maturity of vendor solutions. The historical difficulty with knowledge management is that many buyers and users [...]
21 March, 2012
Published by John M Perez in Blog, Customer Experience Research
Zendesk wp customer_satisfaction_report View more presentations from John Perez.
20 March, 2012
Published by John M Perez in Blog, Customer Experience Research
Today, JD Powers released their Customer Satisfaction results from the leading Car Manufacturers and Car Brands. Lexus ranks highest in customer satisfaction with dealer service among luxury brands and receives an award for a fourth consecutive year. Lexus achieves an overall CSI score of 861 and performs particularly well in three of the five measures: [...]
12 March, 2012
Published by John M Perez in Blog, Customer Experience Best Practices, Customer Experience Research
Customer Service Emerges As 2012 Priority For RetailersAlready this year, more than 50 online retailers have rushed to display the STELLAService seal. New York, NY (PRWEB) March 12, 2012 Customer service has emerged as a top priority for retailers in 2012. via Sfgate
28 February, 2012
Published by John M Perez in Blog, Contact Center, Customer Experience Research
Today Logmein.Com and Ovum, released a report that reveals a shifting mindset among telecommunications operators when it comes to measuring the success of their contact centers and help desks. Quite often, contact centers are challenged with reducing customer service costs in their organizations. Covering large customer care organizations in the US, UK, Canada and Australia, [...]
14 December, 2011
Published by John M Perez in Blog, Contact Center, Customer Experience Research, Multichannel Customer Experience, Web Self Service Experience
I recently participated in a survey a couple of months ago by Aberdeen and they recently sent the results. This is a great report for those who are interested in assessing the value of expanding their support experience into other channels. While the results of this report often vary from year to year since my [...]
23 November, 2011
Published by John M Perez in Blog, Customer Experience Research
Consumer reports revealed their top “Naughty” and “Nice” list for the holidays as shoppers go out to spend money on gifts for their loved ones. This video quickly summarizes some of the findings. The Naughty & Nice Holiday List looks at the good and not-so-good shopping policies and the companies behind them. This year’s List [...]
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Recent Comments
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 ...
Sounds great. I'd be really interested in the social media presentation as I thi...
I cannot sign up to become a member, it keeps asking me to answer the question a...