The 12 Principles of Customer Relationships

  The principles behind building strong customer relationships are as important as ever in today’s hyper-connected economy. Evolving customer expectations, social communities, new channels and other developments have not changed the fundamentals. These 12 principles are as important as ever, in large part because of the most significant changes that are taking place. Each is both compelling on its own, …

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Customer Service and Contact Center Statistics

Are you looking for meaningful customer experience and contact center statistics? We put together a compilation that can help you make a case for great service. You can find it in the Statistics area of our website—and be sure to check back, because we’ll be updating it often. If you’re looking for something in particular, feel free to contact us …

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How Will the Internet of Things Impact Contact Centers?

As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service operations. This will add to the workload of reporting and analytics teams, but will also put more customer data at the disposal of frontline agents. When structured well, this information can enhance the level of …

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Providing a Poor Customer Experience Is Costly

When customers go through what they consider to be major customer service failures, the company providing the poor experience pays a heavy price. According to a recent study by SDL: 64% of customers stop recommending the company, start looking for alternative brands, or actively disparage the company via word of mouth, social or other means. Only 10% spend more with …

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