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The metric is still useful, but companies should use it with care—and recognize that new ways are needed to assess customer satisfaction.
It's time to empower a new breed of CRM that helps customers transform their businesses by building extraordinary customer relationships from the first engagement forward.
To get a complete customer profile that provides actionable insights, the relationship between company and customer must be cultivated.
Congressional Federal Credit Union's use case shows companies can get outbound customer communications right. (Featured on SmartCustomerService.com.)
Digital transformation is driving the business interaction environment, but customers want to dictate the communication terms. (Featured on SmartCustomerService.com.)
Voice authentication can improve interactions and increase security. (Featured on SmartCustomerService.com.)
Companies need more skillful, empowered agents to provide the concierge-level service that customers expect. (Featured on SmartCustomerService.com.)
Three ways to enhance brand loyalty with context. (Featured on SmartCustomerService.com.)
As customer service technologies evolve, applications can better surface answers to questions, provide better next-best actions, and remove burdensome tasks from agent workloads. (Featured on SmartCustomerService.com.)
The right balance between robots and humans can make all the difference in improving customer and company metrics. (Featured on SmartCustomerService.com.)
No other word destroys loyalty and retention faster than "no," so figure out how to turn any situation into a positive. (Featured on SmartCustomerService.com.)
Social media and branded apps abound, but email is still central to the search for a single view of the customer.
It's time for a data-driven approach that's proactive, not reactive.
The future of customer service is not a false choice between human versus machine.
The key to consistent, caring customer relationships is a purposeful, positive, productive culture.
Marketing in a post-impressions world that puts the customer first means that brand must focus on quality, not quantity.
Branded apps are a valuable part of your omnichannel strategy, but not if customers aren't using them. Here's how to compete successfully for your customers' attention and device real estate.
Between marketing, fulfillment, and support, there are dozens of interactions that make up, and affect, the customer experience. Here's how to get a handle on them. The first in a two-part series.
Artificial intelligence can better equip agents, supervisors, and field service technicians to provide better service. (Featured on SmartCustomerService.com.)
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