The New Era of Customer Relationships: Are You Ready?

Brad Cleveland

We are seeing the emergence of the greatest customer movement in history. Studies reveal that the vast majority of consumers now use search engines, social communities and feedback sites to better understand a company’s commitment to service before making brand or product decisions. Is your organization ready? Are you ready?

Is Your Strategy Working?

Brad Cleveland

Given the current economic challenges, it’s an important time to revisit your customer access strategy, and ensure that it is finely tuned to support your organization’s brand and your customers’ needs. All nine components should be up for discussion: Customers: How your customers are segmented and served according to their unique needs.

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Social Media is the Fastest Channel for Customer Service According to New Research

CSM Magazine

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study. Social media cemented its position as the fastest channel for customer service.

What Call Center Metrics mean to Customers

Taylor Reach Group

But while we know what each of these acronyms stand for, our callers and customers may have a slightly different perspective based on their experience. So with ‘tongue planted firmly in cheek’, I present a customer translation for commonly used Call Center metrics; SL – Call Center operators know this as Service Level ; the percentage of calls that are answered within a defined period of time. This post was published in 2011 and updates in 2018. By Colin Taylor.

Evolution of the support rep: from outsourced to in-office


The customer support rep role has travelled the world and back. Customer service was one of these areas. His outsourced hires were acting directly as customer support reps for his old business BrainQUICKEN. A customer had an item held at customs.

Unleashing Agent Retention in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

About Michael Pace : I wake up each day envisioning how I can inspire companies to create environments, journeys, and actions that help make their customers more successful. I believe wildly successful companies start with successful customers and associates.

10 Tips for Preventing Customer Complaints this Year


In 2013 , CCMC and NOVA1 Contact Centers conducted a “Customer Rage Study” which found that customer problem rates have increased by five percentage points over 2011 (50% vs. 45%). The most compelling part of the study is why customer problems had increased.

5 key findings on the state of UK retail customer experience


Date: Friday, March 31, 2017 5 key findings on the state of UK retail customer experience. Barriers to entry have dropped, competition has increased, and customer expectations continue to rise. Perhaps because of this, many companies seem to be settling for providing average service.