Archive for 'Social Media'
4 Ways Retail Companies can Enhance the Multichannel Service Experience
February 07, 2012
by Bridget Trask
For retailers, a growing array of customer service interaction channels is opening up new opportunities to shape the customer experience, but it also comes with a new set of challenges.
According to Convergys 2011 Customer Scorecard Research, 1 in 4 retail customers has obtained customer care with a company in the past six months [...]
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Reducing the “Effort Factor” in Customer Service
October 27, 2011
This blog also appears on the CustomerThink website here.
by Igor Sarenac
As you read these lines, a small but powerful body of individuals is becoming more vocal about their dissatisfaction with corporate America. I don’t mean the “Occupy Wall Street” movement, but rather, another group with significant long range influence over the future of U.S. business: [...]
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More Channels Mean More Customer Expectations for Tech Companies
October 25, 2011
by Mike Serpan
Today, consumers have at their fingertips a wide variety of ways to interact with the companies with which they are customers. They can pick up a phone and call a help line; log on to the Internet and access a company Web site; write an email or send a tweet; or use their [...]
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@Companies: Avoid Costly Missteps with Your Customers on Social Media
September 21, 2011
by Convergys Corporation
With the top social media sites boasting membership bases that rival the populations of many countries, and daily usage occurring at such a rapid pace that it’s almost incomprehensible, it’s safe to say that social media is not just a passing fad. As such, many business leaders have changed their approach to social [...]
