Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33%...
After wrapping up some work in California one morning, I flew to Maryland—a 4.5 hour flight—and decided to drop into a clothing store on the way to my destination in Annapolis, Maryland. I selected a few things and handed my credit card to the person at the register....
Terms related to social media are quickly evolving, and must be used and interpreted in context. For example, I’m often asked for advice on shaping a “social strategy.” It’s an important question — but without further definition, can be overly...
The most significant developments to date have been on the organization’s end. Examples in contact centers: The invention of 800 number (toll free) service and ACD routing systems in the late 1960s and early 1970s; the introduction of workforce management capabilities...
What’s the formula for success in the new era of customer relationships? Boiled (waaayyy) down: 1. Connect. Listen to your customers, wherever they are, in whatever channel they choose. Join the conversation. 2. Engage. Interact with them, appropriately,...
