Text as a Service Channel

Oct 11, 2013 | Customer Access Strategy

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...
The Channels of Service Organizations Provide

The Channels of Service Organizations Provide

Oct 9, 2013 | Uncategorized

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            ...
The Channels of Service Organizations Provide

Going Mobile: 1980s and Now

Oct 7, 2013 | Mobile, Uncategorized

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,...
The Channels of Service Organizations Provide

Packaging Matters

Oct 2, 2013 | Customer Experience

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...
The Channels of Service Organizations Provide

Staying in the Know

Sep 30, 2013 | Leadership

How do you keep up?  According to a recent IDC report, the digital universe will grow by a factor of 300 from 2005 to 2020, from 130 exabytes to 40,000 exabytes (John Gantz and David Reinsel, in “The Digital Universe in 2020,” IDC, December 2012.) The...