Customers like live chat

pre525 customers like live chat
The popularity of live chat as a customer interaction channel appears to be rising rapidly. In the US the number of online shoppers using live chat is said to have increased from 38 percent to 58 percent in the last five years.

Sweat the small stuff to avoid customer experience failure

pre522 sweat the small stuff to avoid customer experience failure
A survey of almost 3000 consumers across three generations in nine countries, including Australia, has provided some valuable insights into what consumers regard as a really bad customer experience failure, what they do about it and what customer service providers need to do about it.

Reinventing loyalty programs for the digital age

pre520 reinventing loyalty programs for the digital age
If companies set great score by what people say on social media they would probably abandon loyalty programmes altogether. According to a survey undertaken by global consulting firm Capgemini in December 2014, the percentage of customer sentiment about loyalty programs that is negative, as expressed on social media, is north of 90 percent for most industries. Telecoms fared worst with 96 percent of commentary being unfavourable. Hotel chains came out best, but the result was not great: 72 percent disapproval.

Millennials hold the key to customer experience

pre517 millennials hold the key to customer experience
It's hard enough delivering a great customer experience, but what makes it much more difficult are the differing expectations of different generations: how they like to interact with companies and how they want to be served.

Hot call centre stories of 2014

pre507 hot call centre stories of 2014
{cslimited}Callcenteriq.com{/cslimited}, which bills itself as "the most significant community, resource hub and advisory for call centre and customer experience professionals," has published a list of its most read articles of 2014. Second from the top came from Downunder. Here's what it was about, along with the others that got readers excited.

Premier promotes Skype for Business

PRE524 premier promotes skype for business

Microsoft's Australian partner, Generation-e, is hosting a freeone day conference to mark the launch of Skype for Business (the successor to Microsoft Lync Server) in Sydney on 4 June and Premier Technologies will be there as a silver sponsor.

Marketeers anticipating transformation

pre509 marketeers anticipating transformationA worldwide survey by the Economist Intelligence Unit of almost 500 CMOs and senior marketing executives worldwide, 'The rise of the marketer, Driving engagement, experience and revenue', has unveiled expectations of rapid and major upheaval in marketing in the next five years.

Business intelligence must be distributed, says Gartner

pre514 business intelligence must be distributed says gartner
According to research firm Gartner, overly centralised business intelligence (BI) and analytics teams cannot deliver the domain expertise and responsiveness most organisations require. It says organisations should create a two-tier model under which a central team works collaboratively with other teams distributed throughout the enterprise.

Should Net promoter score be promoted?

pel505 should net promoter score be promoted
A recent article on the Smart Company web site described Peter Langham, CEO of Scottish Pacific Debtor Finance, which services the SME sector, as champion of customer service excellence and of the net promoter score as a means of measuring it. But does NPS deserve such reliance being placed on it?

Dirty data deeds

pre443 dirty data deeds
"How dirty is your data" asks Forrester in a white paper with that title. It argues that the practice of gathering customer data and then using it for sales and marketing purposes has evolved over many years in the absence of rigorous controls and usage policies, that this has precipitated a backlash from regulators, which has resulted in what today are well-publicised, and onerous, policies on personal information and privacy.

The customer experience disconnect dilemma

pre516 the customer experience disconnect dilemma
What’s the customer experience disconnect dilemma? It’s the fact that the customer experience is, by definition, what the customer experiences. It is also that which the business strives to create but over which, ultimately, it has no control: experience is unique and personal.

CMOs and CIOs told to sing from the same song sheet

2pre512 cmos and cios told to sing from the same song sheet

Global IT analyst and market research firm, IDC, has pronounced that customer experience will become the number one customer-related priority for organisations in Asia Pacific in 2015 and is telling CMOs and CIOs they will need to partner and align their goals to guarantee success.

How to harness the power of data

pre440 how to harness the power of data
"According to a Nielsen Global Online Consumer Survey of more than 25,000 Internet consumers, people now trust recommendations and opinions from real friends and virtual strangers more than traditional information sources, such as corporate websites and ads."

Another challenge for customer experience management

pre513 another challenge for customer experience management
It's no secret that in today's world of the digitally empowered and multi-connected customer the challenge of managing the customer experience has become massively greater. Now here's another dimension to the problem: documentation.

What will CRM look like in 2015?

pre503 what will crm look like in 2015
US CRM-focussed web site CRM Simplified is very bullish about 2015, saying it will be a dynamic year for CRM, will present many challenges, and therefore many opportunities. It has identified "five important trends to keep in mind," but it seems to see these trends more as threats than opportunities. It offers "some creative ways to overcome them."

Net promoter score: what's it worth

pre439 net promoter score what s it worth
The Net Promoter Score (NPS) has become the touchtone for customer service excellence, widely used across all consumer service industry sectors and with much effort devoted to securing high positive NPS scores. Now, billing software company Amdocs says it has conclusively demonstrated the link between NPS and revenue, for telecoms service providers.

Welcome to the customer experience arms race

pre447 welcome to the customer experience arms race
It’s pretty much a given that customers who have a good experience are less likely to churn, more likely to make more purchases and more likely to recommend a company to others. The hard part is quantifying the correlation between increments of improvement in experience with changes in those aspects of customer behaviour.

Users demanding more from lead management

pre431 users demanding more from lead management
According to Gartner, sales organisations are expecting increased functionality from lead management systems, but integration with the new social media channels for customer engagement is not high on their list of priorities.

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