Facebook's Plan to Take Over the World - Next Stop: Customer Service

For businesses, this means more options to reach out to their customers and prospects where they are - on Facebook (and on their mobile phones on Facebook). For those in customer service, meanwhile, the recent Facebook Platform announcement and some of the company's other recent news in this realm are a call to action. ...Read More >>>



INTERNET TELEPHONY, TMC Name CRM Excellence Award Winners
Delivering a positive customer experience has become an important call to action for many organizations. Customer relationship management solutions can help businesses get there. Here are some of the solutions in the CRM space that deliver on that promise. We congratulate these companies, which CUSTOMER and its parent company, TMC, have named our 2016 CRM Excellence Award winners. - 07/28/2016


Surveys/Voice of the Customer
Customer experience has become an oft-repeated phrase in business in the past few years. One obvious way businesses can get a better handle on the customer experience they deliver is by asking customers for their feedback via surveys or employing other voice of the customer efforts. - 07/28/2016


Thrive in the Self-Service Era with Search
According to Forrester Research, 72 percent of U.S. online consumers would rather use a company's website to answer their questions than contact them via telephone or email. People of all ages (not just impatient millennials) want their answers fast - within four hours - and they want to solve their problems in one interaction without talking to another person. - 07/28/2016

How Understanding Regional Nuances Can Give Your Business an Edge
Customers from around the U.S. no doubt share common traits and preferences, including a universal interest in saving money when they shop. But an Excentus survey of 1,016 U.S. consumers about their loyalty program preferences and activities identifies unique regional differences that can help marketers, brand managers, customer service reps, and loyalty program professionals better target and communicate with their customers based on geography. - 07/28/2016


How Personal is Personalized Marketing?
Studies show that marketers who deploy marketing automation campaigns are finding it much more challenging to garner customer engagement. Email drip campaign statistics alone are scary. Of the 75 emails that hit the average person's inbox each day, more than 50 percent are promotional. In fact, the majority of those communications do not elicit any type of response at all. - 07/28/2016


IOVOX Insights Delivers Google Analytics-Like Experience for Phone Calls
Phone calling traffic is going through the roof, but because over-the-top apps make phone calls free, telcos haven't benefitted from this growth, says IOVOX CEO and Co-founder Ryan Gallagher. His company aims to change that with the introduction of IOVOX Insights. - 07/28/2016

Designing Winning Customer Experience in an Omnichannel World
The entire marketing world is talking about omnichannel, and for good reason. Companies with extremely strong omnichannel customer engagement retain on average 89 percent of their customers, compared to 33 percent for companies with weak omnichannel customer engagement, according to Aberdeen Group. - 07/28/2016

Executive Spotlight

Verint GM Talks About the Value of Engagement, Innovation & Teamwork
Verint is a recognized leader in the enterprise and security intelligence markets. Its solutions are used by more than 10,000 organizations around the globe, including more than 80 percent of the Fortune 100. - 07/28/2016