Our Customers are in Control: 5 Factors for Success

Until recently, the most significant developments in customer service have been those envisioned and implemented by organizations—e.g., 800 numbers, routing systems, web-based services, multimedia capabilities, and real-time analytics, to name just a few. But we are now seeing a fundamental shift: developments on the customer’s side of the equation — the meteoric rise of smartphones, social media, broadband and mobility—are …

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Is Mobile a Channel or a Strategy?

As with social media, terms related to mobile customer service are quickly evolving, and must be used and interpreted in context. I’m often asked for advice on shaping a “mobile strategy.” It’s an important question — but without further definition, can be overly vague. Mobile is a vast and ever-expanding array of platforms, tools and capabilities. It would be like …

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