• Going Digital to Avoid Disaster

    The world that we do business in is an ever-increasingly digital one. As services, purchases, complaints and interactions move online, business processes become more simplified and consolidated, especially considering how all of these services are beginning to converge in the cloud. But as things simplify for businesses by going completely digital, it all comes with one inherent caveat that...

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  • Customizing the Customer Experience Across all Channels

    As you continue to diversify the ways in which your customers can interact with you, it’s important to remember that your efforts should be customized to fit not just the customer but the customer’s use of the channel, as well. For instance, someone might respond well to a flash sale announcement on Foursquare or in a personal text but...

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  • Building Stronger Customer Relationships in 2014

    The customer service center is the heart of the company-customer relationship. It should go without saying, then, that if the service center does not meet and exceed customers’ expectations, then the heart is likely to stop beating. To this end, here are five predictions that, if heeded, will help you build stronger customer relationships in 2014: Your customer base...

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  • Keeping Up on the Latest Social News Sites

    We’ve said before that it is critical to know what social sites are being used most by your customers, but this bears repeating because the value your customers see in them – and how they use them – is constantly changing. Pew Research Center, in collaboration with the John S. and James L. Knight Foundation, recently published a list...

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  • Social Media Becoming Vital to the Customer Service Experience

    From that historical day in 2003 when Mark Zuckerberg revolutionized social media with the launch of Facebook to the groundwork laid by his forbearers (MySpace and Friendster) to every tweet in-between, social media has come a long way. Social media used to be just a way to keep in touch with old high school pals and to stay connected...

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  • More People Using Mobile Devices to Access the Web than Ever Before

    People really love their smartphones. There is something quite comforting about having a pocket-sized companion who can tell you everything you need to know without the need to flip open a screen (such as on a laptop). In fact, it’s been predicted by IDC’s New Media Market Model that by 2015, more people will use mobile to access the...

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  • Social Media is Here to Stay-Do You Have A Big Enough Footprint?

    Social media is no longer just for college students to post pictures of their university’s homecoming parade or for young professionals to share pictures of the trendy new dish they just cooked, and it hasn’t been for a while. There is always talk of social media finally outliving its usefulness, but it simply isn’t going anywhere anytime soon. How...

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  • Three Tips for Maximizing the Mobile Shopper’s In-Store Experience

    Technological advancements have made amazing leaps in the past decade. Today, customers can now shop from their couch or pull up Web pages that used to take minutes to load, all with a device that fits in their front pocket. While this technology allows customers to never set foot in a store again, that simply isn’t going to happen...

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  • Call Centers: Your Key to Connecting the Physical with the Digital World

    In the 1960s, an invention was created that allowed women to hang a dress behind a mirror and then step in front of it, where the reflection would show the woman wearing the dress without having tried it on. This is just one example of how people have been trying to connect two previously disparate worlds. Even more than...

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