Going the Distance to Improve Customer Service

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Customer Engagement
Customer Experience
Today's consumers are constantly connected to the Internet, with millions of people doing more and more from their smartphones. These mobile users increasingly expect seamless communications with companies from their devices.

Today's consumers are constantly connected to the Internet, with millions of people doing more and more from their smartphones. These mobile users increasingly expect seamless communications with companies from their devices.

1to1 Media Executive Editor Tom Hoffman attended Enterprise Connect this week and reported on a the rise of WebRTC and unified communications by companies to answer this call to better connect today's omnichannel customer through voice and video.

Other customer experience experts wrote this week about ways to improve customer service:

In his blog, Bill Quiseng laid out three low-cost ways to improve the customer experience.

Bruce Temkin published a survey from The Temkin Group that highlighted how consumers feel about their purchases and subsequent customer service interactions.

Bruce Jones, programming director at The Disney Institute, said providing good customer experience goes beyond the obvious. "You must intentionally manage the service experience beyond the obvious customer touchpoints," he said.

And Ingrid Lundberg described how she approaches customer experience transformation by relying on the "3 Cs of CEM: Credibility. Competency. Culture."

What are you doing to improve your organization's customer service?

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