Mobile isn’t just another customer service channel; for the majority of consumers, the use of mobile devices is a part of everyday life. According to Morgan Stanley, 91% of smartphone users continuously keep their mobile phone within arm’s reach.
Because of its pervasive use and convenience, customer service on mobile devices including smartphones and tablets has quickly come of age. Customers expect both personalized and self-service options when seeking real-time support, communication or information from businesses and organizations, and doing this via a smaller screen, or across social media on smartphones and tables, is proving to be a new challenge that organizations large and small must quickly adapt to. Read More
Millennials, commonly grouped as those born between 1980 and 2000, are a force to be reckoned with in terms of customer service and customer experience delivery. Millennials are second in size as a consumer segment to the Baby Boomers, with very different buying preferences and product and service needs. There are approximately 95 million millennials in the United States that are responsible for more than half of consumer spending. Read More
Will your organization be among the best or the rest when it comes to customer service this year? A new multi-channel customer service report from Aberdeen shows best-in-class service providers pulling away from the rest in key areas including first contact resolution, quality of information, collaboration between departments, customer retention and increase in revenue per customer.
The infographic below highlights some of these differentiators, along with some insights into the current state of customer service including customer service channel preference, key customer frustrations and common goals for 2013.
View the full report: Get more telling and compelling multi-channel customer service statistics from Aberdeen in their 15-page Trends in Customer Service: Multi-Channel Edition report. Click here to access. Read More
Brand advocates are consumers and business buyers, usually with a large online network, who frequently recommend brands, products and services without any expectation of compensation. They are a virtual referral and sales force, creating positive testimonials and all-star ratings for brands on online review sites. They share your brand’s content and offers, assist other customers with questions and problems, and loyally defend your brand against detractors.
In a worldwide Nielsen survey, 92% of online consumers said they completely trust or somewhat trust recommendations from people they know and 70% said the same of consumer opinions posted online. Brand advocates are an invaluable resource both on and offline. So how do you create more of them and continue to engage your current power advocates? This infographic from Parature offers some constructive advice: Read More
Today, social media reaches 82% of the world’s population and empowers that same number to voice their opinions to all who will look and listen. The rise of mobile has further propelled social media’s use. According to a recent eMarketer survey, nearly 70 million people will access Facebook from their phones each month this year, or 85.4% of the overall mobile social networking population. That share will rise to 87.4% by 2014, according to the survey. And that’s just one social channel.
Ease of access is a key reason why social media has emerged and continues to grow as a customer service and communication channel. And as big brands continue to discover, no company is too big or too small to hear the roar of the social customer when an issue captures their attention. Read More
Two of the most disruptive technologies in the last decade have combined to create a customer experience challenge – or opportunity – depending on how you look at it and how prepared your brand is. The SoMoLo (Social-Mobile-Local) customer demands a real-time customer experience, consulting their smartphone and social media to make purchasing, brand loyalty and influencing decisions at every turn. Read More
A recent study from IBM predicts that social media will become the number two customer interaction method within the next three to five years. If that holds true, most B2Bs will have a lot to do in a short time to be prepared to serve social consumers.
This featured infographic shows the substantial difference between B2Bs and B2Cs when it comes to interacting with social customers and monitoring what is being said about their company or brand on social media, featuring 2012 data from Satmetrix: Read More
Want some compelling reasons to invest in your online customer service processes? Since 2000, the number of internet users has grown 528%. Since 2009, the number of American companies engaging in social marketing has jumped from 15% to 88%. How about this one: 90% of all purchases are influenced by social media.
Web marketing company Customer Magnetism recently gathered information from all corners of the internet to track the evolution of the web from a developing force 10 years ago to a vital, interconnected part of daily life today. Read More
The 2012 American Express Global Customer Service Barometer shows that consumers who have used social media for customer service have an impressive amount of influence.
The survey of 1,000 consumers (some who have used social media for customer service, and some who haven’t) reveals that overall, 93% believe companies fail to exceed their service expectations. The four major customer service complaints were Read More
Social media and the customer (and potential customer) data it provides is allowing forward-thinking businesses and organizations to excel in customer engagement and service. Early adopters are seeing the benefits in greater customer loyalty, increased purchases and happy fans and followers willing to share positive brand experiences. How long will it take for everyone else to catch on?
This infographic shows the current and anticipated growth of social media adoption for customer service and engagement: Read More