Is Mobile a Channel or a Strategy?

Jan 3, 2014 | Customer Access Strategy, Mobile

As with social media, terms related to mobile customer service are quickly evolving, and must be used and interpreted in context. I’m often asked for advice on shaping a “mobile strategy.” It’s an important question — but without further...
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,...