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As social media becomes the go-to for customers to voice their concerns, businesses need to ensure it plays a greater role in their overall customer service strategy and, in some cases, even form the backbone.
The whole reason customers use Twitter as a platform to interact …
Companies talk about building relationships with customers. A lot. In the normal buying cycle, most businesses only begin the customer relationship once the initial purchase has been made and quantifiable information is available. Even for online retailers who have the ability to allow prospective customers …
Social media is no longer the newest or shiniest customer service channel but it’s safe to say it still has not reached its full potential. Part of that potential was inadvertently revealed last weekend when a Southwest Airlines computer glitch prevented some passengers from checking …
On his latest Podcast Series installment, Paul Stockford shares recent research that over half of U.S. based contact centers use some form of social media for customer service. And while Twitter continues to grow in use, Facebook for customer service is in decline. Tobias and …
Music, movies, photography, transportation, communications and publishing are all industries that continue to experience massive disruption brought on by the advent of technology. ITunes made CDs obsolete. Netflix turned Blockbuster into nostalgia. Digital photography created an archaic brand in Kodak. And did you ever hear …
One of the first things agents learn in customer service training is to say “My pleasure” instead of “No problem.” Contact centers spend countless hours training agents to communicate in a way that resonates with customers:
Be polite
Be kind
Be helpful
However it might be time add one …
Aspect’s Director of Emerging Technologies, Tobias Goebel, explains the importance and impact of Domino’s decision to offer pizza ordering on social media via self-service and utilizing Twitter’s broader direct message capability.
Domino’s CEO Patrick Doyle “It’s the epitome of convenience. We’ve got this down to a 5 …
Customer service experiences are a universal frustration. Chances are most of us can rattle off a bad customer service experience without a moment’s hesitation. According to the results of a new consumer survey from Aspect, our customer service expectations have increased in the past three …
The millennials are coming. By 2015, millennials—76 million strong—will have a combined purchasing power of $2.45 trillion worldwide, according to a recent study conducted by the Center for Marketing Research at the University of Massachusetts Dartmouth. When millennials are looking to interact with companies/brands online, …
Hey, it’s Erica! Greetings from the “agent” side of the customer experience!
If you’ve been following me on Twitter or Facebook this past year, you know how much of a blast I’ve had giving shout-outs to my fellow agents and businesses who are going above and …
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