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May 012015 Tagged with , , , , , ,

Maintaining the Advantages of Social Customer Care

When we think about how businesses use social media, our thoughts usually center on the marketing department.

However, judging by the preferences of North American consumers, the reality is that social media is actually more heavily used as a customer care channel.  A 2013 J.D. Power and Associates study of more than 23,000 online consumers indicated that 67% had used a company’s social media site for service, compared to only 33% for social marketing. And most customer service/contact center observers seem to think that we are only at the beginning of a long trend in this direction.  Read More…

Mar 202015 Tagged with , , , , , ,

Making the Leap From Social Monitoring to Social Churn Prediction

The proliferation of social media listening and monitoring platforms is a sure indication that business has embraced social media as a valuable communication channel for brands and their customers to exchange information, obtain and deliver customer service, and build relationships.

With so many socially-active consumers willing to publicly share their feelings and experiences, social media has emerged as an important source of business intelligence data that drives customer insights, product feedback, reputation management, influence and reach tracking, sales forecasting…and the list goes on. Read More…

Jan 242015 Tagged with , , , , , , ,

Improving Traditional Models Of Churn Prediction

There is little doubt that customer churn is a significant issue in the telecom industry, particularly in mature markets where product penetration is very high and there is a declining pool of available customers who are new to the technology.

Over the past decade or so, companies experiencing the pain of churn have begun to deploy systems and processes that identify and communicate proactively with at-risk customers. Most of these processes are driven by Read More…

Dec 092014 Tagged with , , , , , , ,

The Financial Case For Reducing Churn

The rate at which a company loses customers, or “Customer Churn Rate”, is an area of increasing concern among telecommunications brands with subscription or recurring-billing business models. In particular, communications service providers in industries with high rates of market penetration (like cable TV, wireless, and broadband internet) are investing more heavily in customer retention due to the shrinking pool of available new consumers adopting technologies and services for the first time.

As new customer acquisition opportunities decline, Read More…

Oct 222013 Tagged with , , , ,

Has “Customer Engagement” Lost Its Meaning?

It’s hardly possible to go an hour these days without hearing the term, “customer engagement” in one form or another. Marketers, business owners, and consultants all reach out to us with headlines that seem to scream, “How to engage your customer” or, “5 tips to improve customer engagement.”

But anyone who has been in the business world a while knows that when a trendy term is bandied about enough, it quickly loses its luster, and often its meaning as well. Read More…

Aug 192013 Tagged with , , ,

I Got It, You Got It – Who’s Fielding Your Social Media Requests?

Social media is relatively new to the business world, with many companies still adjusting to the role it plays in connecting with customers. Because of the uncertainty that exists around the use and value of social media, it stands to reason that companies may be conflicted when it comes to assigning responsibility for managing social media communications. Should the marketing department manage all of a business’s social media accounts, responding to tweets and Facebook posts?  Should the administrative staff post daily updates? Or should the business owners/executives be directly involved?

For a consumer-focused business, the answer is none of the above. Read More…

Aug 092013 Tagged with , , ,

In Customer Service, Why Does The Phone Still Rule?

Think of the people with whom you tele-connect on a regular basis. You may have a business contact who communicates strictly through email, or a colleague who prefers sending texts. You use Skype and Google Hangouts for your contacts in faraway places. Some people can only be reached via Facebook. So where does the phone fit it these days? That’s only for family, close friends, and emergencies.

But when it comes to customer service, most people would still rather use the phone and talk to a live person.

Read More…

Jul 062013 Tagged with

A Small Talk About Big Ideas in Customer Service

We are truly in a vastly different communications environment than even ten years ago. Smart phones and tablets are now the norm. Texting, tweeting, and posting to Facebook are the new ways we communicate. While most customers still pick up the phone to obtain service, the difference today is that their experience on that call is more likely than ever to be shared on networks that didn’t even exist a decade ago. When a service organization fails a customer, the blowback can be very public, and very widespread.

The contact center industry is challenged like many others to adapt to the new norms of customer communication. But circumstances make it difficult.

Read More…