The Edge of Service, Issue 5: Customer Interaction is Changing the Game

The Edge of Service, Issue 5: Customer Interaction is Changing the Game. Jed York, the youthful 33-year-old CEO of the San Francisco 49ers, is bringing a storied team that had fallen on hard times back to prominence. San Francisco won the NFC Championship title last year and came razor-close to winning the Super Bowl. York is “the secret behind the …

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Study Highlights Multichannel Practices

ICMI’s just-out research report, The Multichannel Agent: A 2014 Contact Center Roadmap Research Report and Best Practices Guide, reveals some interesting stats on how organizations are evolving multichannel services. Here’s a look at the channels respondents plan to ADD within the next 12 and 24 months, respectively:

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What is Customer Experience Worth to Your Company?

How does providing a great customer experience impact a company’s results? According to a study by Watermark Consulting, customer experience leaders generated a return three times higher on average than the S&P 500 index. Laggards trailed the index significantly. The study covers a six-year period, from 2007 through 2012. “Companies that excel in this regard are rewarded, by consumers and investors …

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Text as a Service Channel

According to a recent study by Execs in the Know, most companies do not offer SMS texting as a customer assistance/service option. But customers seem to want it. According to the research, 52% of boomers (55+), 75% of millennials (18-34) and 86% of generation X (35-54) want more companies to offer the ability to interact with them by texting. Source: …

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The Channels of Service Organizations Provide

Here’s a snapshot of how many organizations currently provide the following service channels for customers, according to a recently-released report from the International Customer Management Institute: Phone, inbound                                     98% Email                         …

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Going Mobile: 1980s and Now

Check out this 1980’s Motorola ad for cellular telephones. “There are only a few thousand cellular phones in use right now, but that number is expected to increase considerably…” Increase it did! Here’s a snapshot of where we are in 2013 (sources: Canalys, eMarketer, Nielson, Pingdom, comScore, IEEE, Cisco): 6.8 billion mobile phone subscribers worldwide 13.4 billion app downloads in first …

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Packaging Matters

Click through these photos of aircraft paint jobs (courtesy of CNN Tavel) and try not to smile! My favorites: Kulula (This Way Up) and ANA’s panda theme. Yes, packaging matters! So do the communication channels we open up, the words we use, the policies that guide decisions, the brand and personality that comes through at each touch point …and so …

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