Summary of Customer Service Research

Sharpen has pulled together research and articles from various sources to summarize opportunities for improvement in customer service. Their conclusions include: The demand for omni-channel is pervasive Initial IVR systems need to be clearer and more efficient Millennials’ intolerance for just about any slip up is growing Clearly explaining the process to fix a problem and then actually resolving issues …

Continue Reading >

Four Keys to Retaining Millennial Customers

It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry, but the principles apply to many other industries. Lindsey Groepper of BlastMedia and John Rampton of Due were also interviewed for the article. You can read it here.

Continue Reading >

The Edge of Service™ Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement

The Edge of Service™ Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement I believe there are three categories of statistics any leader needs to know about employee engagement: First, employee engagement is strongly tied to customer experience. If you’re into statistical correlations, you’ll get a kick out of this: the ISS Group found that frontline service employee engagement correlates …

Continue Reading >

Customer Service, Brand Loyalty and Long-Term Success

Here are some powerful statistics that demonstrate the links between customer service, brand loyalty and long-term success. 97% of global consumers say that customer service is very important or somewhat important in their choice of and loyalty to a brand 62% of global consumers have stopped doing business with a brand or organization due to a poor customer service experience. …

Continue Reading >

The Best-Managed Contact Centers: #6 – They Leverage the Key Statistics

Contact center measurements are plentiful and it’s easy to get buried in information. The contact centers that get the best results from using their reports and information have several things in common: They focus on a relatively small number of measures and objectives that support their mission and direction. They know that trying to focus on too many things is …

Continue Reading >

Are Your Mobile Apps Ready for Prime Time?

Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime time. In results that were probably no surprise, a Compuware study found that customers have little tolerance for glitchy or unstable mobile apps. Specifically, 71% of users have a low tolerance for unstable apps and …

Continue Reading >

Smartphone Statistics

Retailers reported that sales via smartphones grew an average of 87% in 2014. (Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. (Source: Google) 59% of consumers have received an advertising message on their smartphone from a brand or retailer related to their current location. …

Continue Reading >

The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right

The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU). Of course, the number can be misleading, given that many people in developed regions have multiple devices, while others still do not have …

Continue Reading >

Hiring Statistics

73% of contact centers say the complexity of customer contacts is increasing. (Source: ICMI) 73% of recruiters have hired a candidate through social media. (Source: Jobvite) Job posts get 36% more applications if accompanied by a recruiting video. (Source: Jobcast) A strong talent brand (i.e., what talent thinks, feels, and shares about your company as a place to work) reduces …

Continue Reading >