Helping Customers Serve Themselves
Are we doing enough to enable customer self-service? Here are some statistics to consider: 72% of customers go online to serve themselves, but only 52% find the information they are searching for. (Source: Zendesk, 2013) Only 26% of companies offer self-service...
Celebrating 30 Years of Contact Centers
Here’s a short (four-minute) video Brad and the ICMI team developed that shows how service has evolved over the past three decades.
The Edge of Service® Newsletter, Issue 13: Statistics Behind a Service Revolution
The Edge of Service® Newsletter, Issue 13: Statistics Behind a Service Revolution Watermark Consulting hit something of a research jackpot with a simple correlation between stock price and customer service rankings. In the seven years leading up to 2015, they found...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...