Customer Service
Companies Quake Under Social Sword of Damocles
Forty-seven percent of all social media users have used their networks to get customer service from a company, with usage as high as 59 percent among 18-24 year olds, according to a new study from NM Incite. Almost one in three social media users said they preferred to contact a company that way, and... »
Credit Card Customer Satisfaction Charges Upward
Customer satisfaction with the credit card industry has stabilized after years of dramatic changes to the space, according to J.D. Power and Associates' 2012 U.S. Credit Card Satisfaction study. It found that for the third consecutive year, customers' satisfaction with their credits cards has increased. »
Banks Leave Some Overcharged Southwest Customers Swinging in the Breeze
A marketing campaign by Southwest Airlines to mark the growth of its Facebook fan base to 3-million turned into an unmitigated PR nightmare last Friday. Southwest offered discounted flights that day to celebrate the social media milestone. Unfortunately, customers who tried to take advantage of the offer found themselves victimized by a computer glitch. »
Satisfaction Survey: Airlines, Fast-Food Joints Less Despised
One would almost think we have entered a stage of customer service nirvana: Two industry categories not ordinarily associated with high levels of customer service satisfaction -- airlines and fast food -- have garnered relatively good scores in a new American Customer Satisfaction Index report. The operative word here is "relative," though. »
Making Customers the Object of Devotion
The proliferation of customer service channels can be both a blessing and a curse. It can be a blessing in that companies now have more ways than ever to address customer needs and resolve customer issues, potentially leading to increased customer satisfaction, loyalty and retention. At the same time, the proliferation of customer service... »
Customer Service Simplified With Social Media
In previous posts I have talked extensively about how social media helps with building your social capital and is a great aid in customer service. From a corporate point of view we need to not only discern the value it brings to our clients but also the value it brings to us. Customers want,... »
The Advent of Digital Customer Relationships
The explosive adoption of the Internet has created a new kind of Web-savvy customer who expects a rich, efficient, personalized online user experience that's accessible 24/7 via any online access point -- Web, mobile device or social media -- and that provides consistent engagement across multiple channels. In order to succeed in today's... »
The Trouble With Live Chat
Fast, easy and accurate -- ask any consumer to describe good customer service and that is the likely response you'll receive. Traditionally, people have reached out to call centers, confident that a well-trained customer service representative would have the knowledge to fill in the blanks. But moving away from the computer and picking up... »
SMBs and the Cloud: Size Does Not Matter
As customers become more digital, social and mobile, SMBs have significant opportunity to improve customer satisfaction and loyalty through a differentiated customer experience, just like their enterprise competitors. However, those who are unwilling to invest in solutions that embrace the needs of today's marketplace will most certainly be left behind. »
Pre-CRM: Relating Before There’s a Relationship
Thousands of people may visit your website every day, but only a fraction of them make it into your CRM system. What about those visitors who don't get captured by CRM? How do you count and relate to the vast universe of prospects you know nothing about, but who obviously have some... »
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