Marketers have moved beyond the simple desire to provide excellent customer service and now obsess over the customer experience, also called CX. Gallup researchers said they've "observed a growing arms race among brands to implement bigger and better customer experience platforms." They noted CX platforms and the data they provide are great but aren't enough to provide the level of customer experience brands strive for.
Customer experience management is so last year and plain old customer service is so last century.
Salesforce unveiled Thursday its Service for Apps, new tools powered by Service Cloud that embed multi-channel customer service, including live video chat with a customer service agent, directly into mobile apps.
Stefan Tornquist, VP of Research for Econsultancy, pulls no punches with his assessment of why so many customer experience strategies fall short of expectations. Following the release of an Econsultancy study on consumer behavior, he outlines five reasons, including the suggestion that many organizations are spectacularly lacking in self-awareness.
Robert Johnson, CEO of customer service software vendor TeamSupport said putting all your eggs in a single managerial basket is a mistake.
For UC to grow within the small and medium enterprise space, vendors will have to find ways to differentiate themselves from traditional telephony providers. The solution? A customer service focus.
This move underscores two prevailing trends: the increasing importance of omni-channel and the speed of which big data analytics are becoming the backbone of almost all software.
Managing the customer experience isn't all about fancy consumer-facing tools. It often begins with things the customer doesn't see--like a web content management system that's doing the heavy lifting behind the scenes.
Even though customers shouldn't notice when their CMS providers are acquired or change--at least not in a negative way--there are some questions you should consider asking just in case.
In the race to get enterprise customers, mobile security vendors can differentiate themselves by offering top-notch customer service, argued Denise Culver in a Light Reading article.