It’s less than a month from Black Friday, which is now seen as the first milestone holiday shopping day on both sides of the Atlantic. Retailers have therefore spent the past months ensuring that everything is in place for the festive period. From making decisions on stock levels to fine-tuning marketing campaigns, websites and stores, companies have been working hard to prepare...
We’re now coming to the end of National Customer Service Week, which highlights the vital importance of customer service to businesses and puts the spotlight on the great work done by those in this sector. It also looks at sharing best practice to further improve standards, ultimately benefiting consumers everywhere.On that note, let us focus on the positive side of customer...
As multiple studies show, social media is now a key channel for customer service. A J.D. Power study found that two thirds of customers who contacted a company on social media did so for customer service. Businesses understand this, but delivering the right level of service can be a challenge, particularly when it comes to integrating with other channels and scaling to meet demand. So, what are cu...
New research from American Express demonstrates the growing importance of social media to customer service. The US survey found that companies that resolve queries and complaints through Facebook and Twitter saw 21% more sales than those that just relied on the phone or via email. 17% of consumers are now using social media for customer service, with 20% of them turning to social media first befor...
The technology behind better managing customer interactions is now a top 10 priority for CIOs, according to a new survey from Gartner. This rise up the rankings is being driven by a focus on improving the customer experience, particularly in the current recession, as well as the growing need to factor social media into company strategies. There’s also a major growth in the deployment of cust...
In a recession companies look to cut costs wherever they can – and unfortunately customer service is often a target. After all, if there are fewer customers to service then surely you don’t need to invest as much in looking after them?The folly of this attitude is shown by some recent international research from American Express, neatly summarised in this infographic on the Get Satisfa...