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The power of apology: turning dissatisfied customers into fans and advocates. 
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Engaging customers today requires commitment from the entire company—and a redefined marketing organization. A McKinsey Quarterly article.
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Some 87 pc Indians believe that in the next two years, customer experience will fundamentally transform how a company sells to its business customers
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As we learn to leverage content to support our business goals, companies are realizing that content is tied to the total Customer Experience.
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Restaurants are using iPad apps for posting menus, taking orders, assigning waitstaff and even simplifying wine pairings. Via alessandrapirasdetorrens
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What is the difference between opt-in customer feedback versus random-sample customer experience measurement? 'Feedback' direct to the company and via social is (Opt-in feedback vs Random sample #measurement - what's the difference?
Ali Anani's curator insight,
January 19, 2014 5:59 AM
A very insightful presentation on customers' feedback 
Dawn Wright's curator insight,
January 20, 2014 10:17 PM
Suspicions confirmed. Opt-in customer feedback probably catches the extremes of attitudes.
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In 2014, the push for truly remarkable customer experiences will become even more intense.
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From speaking to CEB Customer Contact members throughout 2013, there are five trends in particular that stand out as being most likely to engage and challenge customer service leaders in 2014.
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Customer Experience Is More Important Than Advertising (Infographic)
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A well-written piece by Robert Rauch on Hospitalitynet.org covers some trends we've been seeing and reporting on consistently, such as the importance of providing 'above and beyond' customer service, the opportunities ...
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There has to be a way to get those customers to shop at your store. Perfect Audience focuses on Facebook retargeting by helping you track clicks and conversions on a self-service dashboard with the ability to manage ...
Trish Sadar's insight:
Very interesting tools to connect to customers, understanding their habits, and market to them.
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Find out what the experts are anticipating the key customer service trends for 2014 to be. (RT @businessreads: Key #customerservice trends for 2014?
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Business 2 Community One of the Best Customer Service Channels You May Not Be Using Business 2 Community Featured here are five best practices for offering live chat proactively or reactively for customer service and support: Extend an Inviting...
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Customers are demanding very different kinds of relationships with companies. Here are some ways to jump-start customer engagement across your organization. A McKinsey Quarterly article.
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From reactive and pro-active engagement techniques to mapping customer journeys and developing multichannel, what are the current trends in social customer service and how will they affect what we consider best practice in the future?
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In the realm of customer experience, today’s consumers are more informed, more collaborative, and have higher expectations for retailers and lower thresholds for dealing with impersonal, unresponsi… (Top 10 Predictions For The Future Of Customer Experience...
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In this day and age and with the proliferation of brilliant self-publishing/broadcasting tools such as YouTube, WordPress, Twitter, etc., your customers are your best brand storytellers. Your job as a brand manager is to empower and inspire them to tell and re-tell your brand stories. It’s your job as brand guardian to provide your customers [...]
Jeff Domansky's curator insight,
May 24, 2014 11:40 PM
Valuable business storytelling tips from Omar Kattan and Karen Dietz.. 
Sarah Skelly's curator insight,
May 27, 2014 8:49 AM
The key message in this brandstories article shared by PR/social media expert, Jeff Domansky is: Inspire & empower your customers to tell and re-tell your brand stories. Women are willing, keen and naturally inclined to share stories with people in their lives. Give them reason & encouragement and they'll happily share YOUR brand story.
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In this webinar replay, Julie reveals the myths and predictions for top mobile trends in 2014, how smart businesses will transform to adopt to these trends, ... Via malek
Richard Marcil's curator insight,
February 25, 2014 8:07 AM
Mobile strategy increasingly key to HCP and patient engagement, especially at key points along their 'journeys' 
Audrey CHATEL's curator insight,
February 25, 2014 8:12 AM
Dans ce Webinair, Julie révèle les mythes et les prévisions pour principales tendances mobiles en 2014, comment les entreprises se transformeront pour adopter ces tendances, et la façon de déterminer si votre entreprise est positionnée pour réussir dans ce monde perpétuellement connecté.
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It is important for all call center customer service representatives to know the latest best practices regarding telephone customer service as well as how to use next-generation communication technologies without a glitch.
Trish Sadar's insight:
Multi-Pronged Customer Service Training is an important ingredient in delivering a unique service experience on a consistent basis.
For me it starts first with hiring the right talent who are naturally friendly and service-oriented, and then train them the technical skills and standards. People who believe in what your brand offers and fit the culture make all the difference in the world. So often companies hire capable talent and attempt to train them to be friendly and service oriented.
What are your thoughts?
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On a global scale both customer satisfaction and customer qualities are changing, according to a new report from Zendesk.. Topic: Customer Experience
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Trish Sadar's insight:
I particularly agree with the fact that people still make all the difference, and all about the cloud.
What predictions do you think are missing? Would love to hear from you.
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![The Importance of Great Customer Service [INFOGRAPHIC] | customer service trends | Scoop.it](https://img.scoop.it/OarBFP0gMFCZC-b-S45lADl72eJkfbmt4t8yenImKBVvK0kTmF0xjctABnaLJIm9)
We've all been there: a bad customer service experience has left us grumpy and unsatisfied and in the wake of those emotions we never do business with them again. Yeah, that'll show 'em.
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Trish Sadar's insight:
in 2014, new tools like the Nomi will help leaders build a more complete view of their target customers.
The goal is to use these tools to better understand the psychographics of their customers.
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County clerk offers high-tech customer service The Macomb Daily Long lines of people at the Macomb County Clerk's Office seeking gun permits, birth certificates or court documents could soon be eliminated through a high-tech system that will save...
Trish Sadar's insight:
Check out this new trend in customer service.
More high tech/self service tools. While we are able to help ourselves much quicker...we are losing the personal touch.
What are your thoughts? what are the implications that this type of technology will impact current jobs?
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