Can You Afford to Ignore Social Media?

Proactively engaging your customers yields many benefits. For example, research conducted by CFI Group finds that customers who post their contact center experiences on social media sites and then receive follow up from the company rate their overall customer satisfaction almost 20% higher and are 15% more likely to recommend the company compared to those who receive no follow-up. Many …

Continue Reading >

Smartphone Growth

As of December 2014, nearly 75% of all U.S. mobile subscribers aged 13 and older owned a smartphone. The highest adoption rates belong to mobile subscribers aged 25-34 (88.9%), and 18-24 (88.6%). In January 2013, the smartphone adoption rates for these groups were 73.5% and 72.2%, respectively. Interestingly, the two age groups driving much of the growth in smartphone penetration …

Continue Reading >

What Do Customers Want You to Know?

It is axiomatic that in order to best serve your customers, you have to “know” them. In other words, you need to understand your customers’ expectations and needs as comprehensively as possible in order to give them the products and services that they want. But how comfortable are your customers with sharing their information? According to an eConsultancy/IBM study of …

Continue Reading >

Multichannel Contact Centers, by the Numbers

How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. The questions included both channels supported and the percentage of total contact volume. Here’s a summary of the findings:

Continue Reading >

We’re Getting Better at Providing Great Customer Experiences

According to Forrester’s Customer Experience Index, in 2014, 11% of brands were rated at “excellent” compared to 0% in 2007. Conversely, the number of brands rated at “poor” or “very poor” dropped from 35% in 2007 to 11% in 2014. Clearly, there’s been a shift in how we interact with our customers. Here’s a toast to doing a better job …

Continue Reading >