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Bettering the Customer Experience . . .
Social Media Disaster Recovery: a First Responder's Guide
Every new technology brings with it the capacity to screw things up in an entirely new way. With social media, it's now become possible to turn what was once a verbal gaffe behind closed doors into a public peccadillo. Social media mistakes -- a tweet published accidentally, an ungracious response to a Facebook wall post -- are bad enough in a personal context, although they can usually be straightened out. But when such things happen with a corporate Twitter account or some other branded outlet, they can be messier by orders of magnitude. . . . read more >>
Obsess About Your Customers, Not Competitors
Ever since Toyota launched Lexus and redefined how a car company and customers interact, others have been trying to imitate that model. It's an obsession with competitive advantage. Ever consider a customer advantage? The obsession with competitive advantage is a product centricity relic to which companies are still attached. By doing so, they miss a broader context in which their products, services, and ultimately experiences are being judged. The person who goes to Starbucks for a morning coffee also vacations at Disney, flies Virgin Atlantic, uses an American Express card, shops at Zara or Nordstrom, and indulges at a Ritz Carlton resort. . . . read more >>
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Visit our At-Home Workforce Library
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An at-home workforce definitely has its advantages - lower costs, higher quality reps, flexibility, environmental benefits and more. If you are interested in learning more about the pros and cons of an at-home workforce as well as real-world strategies that work, visit our complimentary At-Home Workforce Library full of valuable resources including:- The Work-At-Home Agent Model for Improved Customer Loyalty whitepaper
- A case study from SUPPORT.COM
- Videos from Recyclebank, FamilySearch, and Frontline Call Center
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Is it Possible Frontline Employees Don’t Understand Service?
What happens when your frontline employees don’t seem to have customer service skills? Customer service is more than being polite and helpful. Service needs to begin the moment a customer steps foot in your business and carried throughout every interaction they have with your company. Imagine a company that delivers different levels of service from frontline employees to support professionals. . . . read more >>
In-depth: The social side of CRM
Where is customer relationship management (CRM) going next? It's a simple question and, judging by the responses from people in the industry, the answers are pretty simple too. "Increasingly, social media channels are the first port of call for customers, whether that be to find out about a product, air grievances or to share their experiences with others," says Daniel Hansen, director at QuestBack. . . . read more >>
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