Things You Can Do This Week to Improve the Customer Experience - CUSTOMER

CUSTOMER : 7/13/2015 eNewsletter   Latest Featured Articles » Things You Can Do This Week to Improve the Customer Experience What do customers value most about the companies they remain loyal to? Is it their top-notch products and services? Their reputation? Their cool logo? While it could be a combination of these things in part, there is evidence aplenty that customers remain loyal to companies that make it easy to do business with them. Too long on hold, too many transfers, unanswered e-mails or social media posts, that's not my job responses or other roadblocks to customer support success will send customers scrambling for an alternative faster than you can say, We appreciate your business. Please continue to hold. » The Millennial Customer Experience and How Omni-Channel Plays a Key Role Whether or not your business is comfortable with the millennial demographic, it's imperative that you pay close attention to this group of savvy buyers. While this group of consumers has received some flack in the press, the fact of the matter is this is an important demographic for marketers to understand, and here's why: they're changing the way brands work. » 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 Perhaps they're trying to improve the customer experience while continuing to use outdated technology.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. » Goldmine to Provide Its On-Premises CRM Software in the Cloud GoldMine, a provider of relationship management solutions designed for all businesses, has added a cloud-based subscription model to its on-premises CRM software. Top Stories » Cross-Training Customer Support Personnel to Avoid 'That's Not My Department' Scenarios » What Customers Say Has Real Value: Blog » Five Ways to Win at Omni-Channel Communications » Customer Experience 'Cockpit' Will Provide New Level of Intelligence Featured Channels » Cloud Contact Center » Omni-Channel Customer Engagement » Call Center Solutions 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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