The Four Most Common Gaps in the Customer Experience - CUSTOMER

CUSTOMER : 7/15/2015 eNewsletter   Latest Featured Articles » The Four Most Common Gaps in the Customer Experience While the customer service buzz phrase of this decade may be "the customer experience," it's apparent from the state of customer support today that not many companies are getting it right. While they may have good intentions, something is going seriously awry in their execution. Perhaps they're trying to improve the customer experience while continuing to use outdated technology. It may be that they're not training their agents well enough, or communicating the company's customer service goals clearly. Wherever the fault lies, it's a crack that shows in a majority of company's customer support foundations. » What's Behind a Great Customer Experience? 10 Factors that Lead to Happy Customers There's no denying it - happy customers are worth more money. And it's really not surprising, as anger or disappointment rarely leads to a spending spree. » Majority of Companies are Not Meeting Customers' Social Media Expectations For the average business today social media is more than a bit terrifying. Sure, social media channels can be great opportunities for interactive marketing and a low-cost way to remain at the top of customers' minds. It's a double-edged sword, however: increasingly, customers expect to be able to contact you, complain and get resolutions via these channels. Companies that aren't responsive enough (or have poor responses) are getting burned by viral social media posts that, on occasion, even rise to the notice of the international press. » Acticall's Acquisition of Sitel Will Revolutionize Worldwide Customer Care There's no question that the customer service industry has changed dramatically over the last few years with social media, more people having mobile devices and being connected to the Internet, and the worldwide borders that once separated brands and customers now diminishing. » Phone Support No Longer Enough, Study Finds Omni-channel customer support is not just an experimental new way to reach customers, according to a new report by BT Global Services and Avaya, it is becoming essential. » Cloud the Raising Bar for Customer Service Customers are tired of being generic. They have always been individual and not the same, but for decades businesses have treated them more or less the same because it was hard to effectively provide individual customer service to scale. Top Stories » The Internet of Things is a Boon for Cloud Contact Center » Goldmine to Provide Its On-Premises CRM Software in the Cloud » Things You Can Do This Week to Improve the Customer Experience » Medworx Turns to 3CLogic for Its Cloud-Based Contact Center Software » TWC Ordered to Pay After Autodialing a Customer 163 Times » Live In-App Support Ties the Customer Experience into an Omnichannel Package Featured Channels » Call Center Solutions » Omni-Channel Customer Engagement » Cloud Contact Center Featured Resources » Tech Talk & Trends: A Short (5-Point) Glossary for Keeping Up With Customers » Making the Right Call: Key Factors to Consider When Choosing a Contact Center Vendor » Simplify the Software Experience on Any Device with Consumer-Style Apps Advertise With Us General advertising Info: Click here    Become a CUSTOMER columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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