Month: March 2014
67%: Social Media a Necessary Customer Service Channel
See on Scoop.it – Customer Experience Excellence Best Practices
67%: Social Media a Necessary Customer Service Channel
Nearshore Americas
Our colleagues over at ICMI recently conducted a study on the importance of social media to customer service, and were kind enough to share the results with Nearshore Americas.
See on www.nearshoreamericas.com
Chief Customer Service Officer Gets Social at Temple
See on Scoop.it – Customer Experience Excellence Best Practices
Last night, Chief Customer Service Officer Rosetta Carrington Lue presented at Temple’s School of Tourism and Hospitality Management. The class was called “Social Media Innovation” (something close…
See on phillyinnovates.com
Five ways to deal with customer complaints via Social Media
See on Scoop.it – Customer Experience Excellence Best Practices
You suck!
No you don’t suck…
But what if someone said that either you or your business did!?! Online no less!
See on socialmediaclub.org
How Social Media Changed the Way We Consume News [Infographic]
See on Scoop.it – Customer Experience Excellence Best Practices
Social media is fast becoming one of the main destinations for news online. An infographic created by the University of Florida Online, explores the evolution of the news industry and the way news is consumed.
In 2012 there were 2.4 billion Internet users, and 1.4 billion of them were using social media. Nearly 50 percent of Internet users surveyed said they regularly or occasionally heard about a breaking story on social media before it broke on mainstream sources. In fact, since 2009, social media buzz has resulted in a 57 percent increase in traffic to news sites.
Now online dominates the news market, with 64.5 percent of people going to official sites like The New York Times to get their news. Surprisingly, nearly 30 percent of people still get their news from the papers, but social media is hot on print’s heels with 27.7 percent of consumers.
Find more details at the link.
See on socialtimes.com
What is Customer Experience? [Infographic] via @flaviomartins #custserv
See on Scoop.it – Customer Experience Excellence Best Practices
Simply put, customer experience is how your customers perceive their interaction with your organization.
CEM or customer experience management is the line of business where we organize and manage the customer service actions and business operations to enhance the customer’s perception of their interaction with the organization.
This infographic by CustVox, now owned by SandSIV, reminds us of ”what is the customer experience?” and is a great starting place for organizations wanting to increase their focus on developing customer relationships and is also a great refresher for those with programs already in place to measure their actions and the results of their customer experience efforts.
See on www.business2community.com
15 Customer Experience Statistics You Cannot Ignore
See on Scoop.it – Customer Experience Excellence Best Practices
15 jaw-dropping statistics that will make you think twice about ignoring the customer experience.
See on blog.clientheartbeat.com
Innovative Customer Service Leadership Strategies 