Reducing the “Effort Factor” in Customer Service
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: consumers upset over the high effort and frustration of interacting with customer service.
@Companies: Avoid Costly Missteps with Your Customers on Social Media
by David Lopes
Make it Personal: Enhancing the Service Experience with Intelligence
By David Lopes
Are We on the Verge of Mobile Transactions Replacing the Debit Card System?
This blog also appears on the B/OSS Billing & OSS World website in the BSS Evolution section here:
By Morag Lucey
How to Create and Keep the Trust of Customers
By Aaron Payne
Creating and keeping the trust of customers can be directly linked to the quality of service experience they receive from an organization. Convergys research has shown that customers value companies and brands they can trust to deliver superior service and understand exactly what they want.
Customer Service in the Age of Social Media
The popularity of social channels for public expression is growing at an astronomical rate.
