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Twitter understands that it is often a channel for immediate customer response, and it is not only embracing its role as a customer service channel but beginning to focus on selling itself as an indispensable channel for customer service. On August 6th, Twitter released a Customer Service Playbook designed to convince organizations of Twitter’s importance …
Customer-facing professionals need to know not only the scope of the challenges they face but also the results that stem from their actions. Statistics centered around the customer experience can help bridge the gap between performance and results. The 9 statistics below are categorized into three important customer experience areas: customer loyalty, customer effort, and …
9 Customer Experience Statistics to Refocus Your Team Read More »
Donna Gurnic is Market Development Coordinator here at CTS Service Solutions. Social media has proven to be an effective tool to help consumers communicate with companies. We’ve seen a couple get a quick home loan approval and a man get his iPad back. Unfortunately, the more widespread the use of social media for customer service …
Fads. Trends. Bubbles. Management is almost as susceptible to “what’s hot” as fashion and entertainment. In 1982 we were all in search of excellence. In 1998, we were all wondering who moved our cheese. And in 2001, we were all trying to go from good to great. It is easy to get carried away with …
Guest Poster: Ashley Verrill It is my pleasure to introduce Ashley Verrill. Ashley is a market analyst with Software Advice. She has spent the last six years reporting and writing business news and strategy features. Her work has appeared in myriad publications including Inc., Upstart Business Journal, the Austin Business Journal and the North Bay …
What will 2013 look like for customer service? Will face-to-face customer service disappear as social media takes over everything? Will the ACSI national customer satisfaction benchmark continue its long term positive trend of rising? Will the entire world wring their hands as another horrible customer service fail goes viral? While the number of potential trends …
I recently came across a post on social customer service on Francisco Rosales’ excellent SocialMouths blog that contained some interesting data. Francisco posted an infographic from Our Social Times, a blog dedicated to social media marketing news and events, based on data from The Social Media Customer Service Report conducted by TNS. Francisco had some …
Do You Need Social Media for Customer Service? [Infographic] Read More »
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