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            ...

Utilities Harness Social Media for Customer Service

Sep 25, 2013 | Social Media

“The way utilities view social media is radically changing,” says Greg Guthridge, global lead for Accenture Energy Consumer Services, quoted in a recent article in The Wall Street Journal (“Utilities Tap Power of Social Media,” by Andrew Blackman, The Wall...
The Channels of Service Organizations Provide

Today's Connected Consumers

Sep 23, 2013 | Customer Experience

Cisco recently produced a study based on a survey of Gen-Y-ers (respondents included were college students and workers ages 18-30 years old). Some of the interesting (if rather unsurprising) statistics include: 9 out of 10 make checking their smartphones part of their...