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Bettering the Customer Experience . . .
Temkin Publishes Its Top Customer Experience 2013 Trends to Watch
Temkin Group released its forecast of 13 customer experience trends to watch in 2013. In a previous research report, The Future of Customer Experience, Temkin Group identified that the practice of customer experience had entered into what it calls The Era of CX Professionalism. Temkin Group estimates that there are more than 100,000 customer experience professionals in North America, and that this critical mass of workers will propel customer experience practices more widely across their organizations in 2013. . . . read more >>
Windstream Launches Wendy, a Virtual Agent Powered by VirtuOz
Windstream Communications, a provider of high-speed Internet, streaming entertainment, home phone and digital TV services to residential customers in 18 states, has launched Wendy, the company’s intelligent virtual agent that provides a new online customer engagement channel to its customers. Windstream selected VirtuOz and Wendy's initial mission is to provide an engaging customer experience, while lowering operational costs by quickly and effectively answering customers’ support questions. The company plans to use the virtual agent to deliver the kind of always on, engaging, and contextual experience. . . . read more >>
The Customer Is Not In Control. Nor Are You!
One of the key-premises of the “Social era” is that the power has shifted from companies to Customers. We’ve all read cases of “United Breaks guitars” and alike to prove this. We also know that Customers are more keen to follow advice from close friends, relatives and credible strangers online than from just any company representative. And there’s plenty of evidence that Customers are showrooming. But does this all mean that the power has shifted? Customers, despite the social tools, mobile devices and what have you, are loosing ground. And here are some reasons why. . . . read more >>
Customer Service: Why It Matters — And How To Do It Right
For many companies, customer service is a cornerstone of their customer experience strategy. It’s an area of increasing importance because: Good customer service experiences are good for business. Customer satisfaction correlates to customer loyalty — and loyalty has economic benefits. Forrester calculates that a 10% improvement in a company’s customer experience score can translate into more than $1 billion in increased revenue and other benefits. Poor customer service experiences are expensive. The cost of failing to meet customer expectations is high: 75% of consumers move to another channel when online service fails, which can cost millions of dollars. Poor customer service experiences causes customers to leave your brand. . . . read more >>