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How do you celebrate National Customer Service Week? Do you put certain promotions in place to show your customers how much you appreciate their business? Do you send thank you notes to your biggest clients, thanking them for supporting you in a successful year? Or, do you champion those on your team who help you deliver the great customer experience?
GE Capital Fleet Services has once again been recognized as a Center of Excellence by BenchmarkPortal. This is the fourth time the global fleet management company has received the certification, which is one of the most prestigious honors in the service and support industry as it is only given to the top 10 percent customer service call centers that exhibit the best in efficiency and effectiveness.
Pegasystems Inc. announced it has improved its customer service application by bringing together social media, mobile apps, live chat, co-browsing, phone calls, and in-person service to engage customers, while at the same time delivering context and visibility as they use different communication channels and devices.
Financial services institutions and government organizations have a customer experience dilemma. In the last six months, 67 percent of online shoppers in the retail channel made online, mobile and brick-and-mortar purchases where they commonly receive a consistent and convenient omni-channel experience. However, despite a hefty investment in digital marketing, banks and government organizations have not yet created a comparable sales experience.
Banking, of late, is proving to be a more difficult business than ever. With increasing pressure to save money, and increasing demands coming from customers no longer satisfied with banks that are only open when most people need to be at work, the need to better relate to customers and keep same happy is only increasing with each passing day. Many banks are turning to customer relationship management (CRM) software to help provide the level of service that customers want, and for many banks, the recently-updated release of Microsoft's Dynamics CRM is one of the first places to turn.
But this hands-off approach won't prove to be completely hands-off; as Schwab will also be bringing in its call center mechanisms to offer up what's called live help from investment professionals, if needed, and service support 24 hours a day. This actually represents something of a coup for Schwab, as many of the other automated lines aren't set to provide that level of support, which could in turn prove to be a competitive edge for Schwab's automation that other companies without Schwab's resources wouldn't be able to handily match.
When AOL executive Ryan Block posted eight minutes of a painful conversation with a rep at Comcast's Customer Retention Department, five million people heard it. The New Yorker made a cartoon out of it, and David Letterman put it on a Top 10 list.
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