Friday, January 30, 2009
Thursday, January 29, 2009
Wednesday, January 28, 2009
Senior Conference Producer NACCM's Customer's 1st
Tuesday, January 27, 2009
"I just think with the confusion in the marketplace, it gives an opportunity for people to come in and actually get information for their health care plan."
Do you think that with the current economic situation we will be seeing more personal face-to-face customer service interactions?
Monday, January 26, 2009
This type of customer care is new to the health insurance industry. Do you think this will catch on beyond Blue Cross Blue Shield?
Friday, January 23, 2009
Thursday, January 22, 2009
Virgin teamed up with Convergys to launch a customer care and billing system to improve customer service. Riki Allon, senior vice president and general manager for Convergys in EMEA mentioned:
"With ICOMS in place, Virgin Media can now execute more innovative product launches across the entirety of its customer base and reduce time to market to maintain its competitive advantage."
What companies have you partnered with to improve on customer service?
Wednesday, January 21, 2009
Hear the podcast report here.
Tuesday, January 20, 2009
1. Having a deep understanding of customer needs (based on customer jobs and outcomes)
2. Mass customisation of products, services & experiences
3. Dynamically reconfigurable delivery system
4. Lean business support systems
5. Customer value management across the customer portfolio
Monday, January 19, 2009
Has your company joined the revolution?
Friday, January 16, 2009
The Minister of Tourism of New Zealand has told the company they are "crass at best" for trying to collect the money, and Edwin Chen, the director of the rental company, had this to say about the 'unfortunate' situation: "We feel for them. If there are things that are going to cost the company, we have no choice but to recover the costs. They should ... travel with insurance. It's not up to us as a company to pay for the costs."
What would you do in a situation like this? Travel insurance was created for emergencies. These brothers did not buy it. There's a business to run. However, your public image may decrease if you pursue the matter too closely. What would your service business do in this situation?
Thursday, January 15, 2009
According to ZDnet.com, Salesforce.com has unveiled its Service Cloud, a customer service application that’s designed for cloud computing and plugged into conversations that occur on Google, Facebook and Amazon.
Customers can use the Service Cloud as a community on these websites and social networking sites to talk about specific products--a more 2.0 version of the message board. The goal of the Service Cloud is to "absorb information into a corporate knowledge base," i.e., find out when and what people are talking about and use that to enhance their customer service and understanding of consumers.
Also, Salesforce.com promises that Service Cloud results will be ranked near the top of Google results and multi-channel–phone, email and chat–support hosted in the cloud.
It seems that these online retailers are looking to be a "friend" with the consumers online and will try to engage the consumer about products on a candid level.
Post your thoughts on Service Cloud here or on our LinkedIn group.
Wednesday, January 14, 2009
The amount of text messages sent and received on a daily basis exceeds the total population of this planet. Astounding numbers! This is a great way to get quicker response times and avoid wasted time on approvals and chasing voicemails all day long.
Tuesday, January 13, 2009
Monday, January 12, 2009
Friday, January 9, 2009
Thursday, January 8, 2009
They've initiated a new system that can tell their consumers how fresh their produce is. Since customers ordering food online can't judge the freshness of the vegetables and fruit, a new five star system allows customers to see the quality of the next days produce as judged by the managers at FreshDirect. They've also changed their packaging, eliminating Styrofoam containers for 50% of their orders, and better packing their cardboard boxes so that a box doesn't arrive with just one or two items. They've also opened up more delivery slots for most popular time slots such as Saturdays.
Fresh Direct has made it a point to focus on the needs of their customers. Have you made changes recently that your customers have responded to? What were they?
Source: Internet Retailer
Wednesday, January 7, 2009
The Marketing Executives Networking Group (Meng) and Anderson Analytics released their Top Marketing Trends for 2009 survey this week, which found that out of 62 identifiable marketing concepts, customer retention and customer satisfaction came out on top.
As a customer service professional how do you feel this will affect your business in the coming year? We'd love to hear your thoughts. Please share with us here or on LinkedIn!
Tuesday, January 6, 2009
It’s no surprise that Zappos.com comes in the Becky Carroll’s list of top customer service rock stars of 2008 in her latest post in Customers Rock! Tony Hsieh, the CEO of Zappos.com once mentioned to Becky that they are a customer service company that just happens to sell shoes. Their main focus is keeping customers happy, as Becky explains when a customer service rep recommended a competitor’s website to her when they told Becky that she would not have her sandals in time for Christmas. Few companies do this, and this is what makes them stand out from the rest. Is your company focused on keeping customers happy?
Monday, January 5, 2009
As the use of email has surpassed the use of phones, so it's a great time to turn to email for your customer service. It's also something worth investing in, because good customer service is a great way to advertise. Invest in your local community, and hire locals to work the inbox. Customers will recognize the easy and quick communication and great service they'll receive. You'll also be providing jobs for your community.
What do you think? Is your customer service located locally? How have you seen this affect your business?