Five Keys to a Great Mobile Customer Service Experience By Elizabeth Dykstra-Erickson M ore than 80 percent of today’s customer service calls originate from a mobile phone. Some Nuance customers say that more than half of their contact center interactions – voice and data – now involve...
Today's customers and the way they choose to gather information and interact has changed dramatically. The explosion of smartphones, social engagement and natural language assistants have permanently shifted consumer behavior and expectations. Regardless of the channel, one thing is clear: organizations...
Today, very few of us can deny that social media has broad based influence on brand awareness. Specifically, social gaming really has impacted enterprise customer experience - evidence Farmville. Facebook, the number one social networking site on the internet, most certainly influences consumer brand...
Posted to
Customer Experience Experts Blog
by
Ilene Kaminsky
on
11-02-2010
Filed under:
Filed under: customer experience, branding, multimodal, Insurance, Facebook, 3UK, multichannel, Farmer's Insurance, social advertising, social media, Farmville, Zynga, social gaming
Most likely you’ve flown Southwest Air, and if you anything like me, I LUV them because of price and convenience of scheduling on flights under 500 miles. I like Southwest, and indeed sometimes I love them because the get me home on nights when sometimes I never expected to sleep in my own bed...
Posted to
Customer Experience Experts Blog
by
Ilene Kaminsky
on
04-08-2010
Filed under:
Filed under: customer experience, benchmarking , customer service representative, contact center, customer loyalty, misdirects, customer service, outbound customer care: speech automation, customer care, customer satisfaction, IVR, cross-channel, multimodal, multichannel
