Social, Mobile & Web
519 results
of 48
Contributor: Andy Rudin
Posted: 05/18/2017
rudin
Shaming customers may drive extra conversions, but at what cost? Full Content »
Posted: 05/12/2017
Keith Pearce
We’re told customer experience is the last great differentiator, but what does it take to actually achieve a competitive advantage in today's omnichannel world? Full Content »
Contributor: Zach Weiner
Posted: 11/07/2016
Zach Weiner
There is no shortage of leaders in this space on Twitter. At CCW Digital, we follow a large number of these influencers and have certainly benefited from both their insights and content. Full Content »
Contributor: Brian Cantor
Posted: 09/06/2016
brian
We compare how Amazon and Jet support customers via web, voice and social channels. Full Content »
Contributor: James Wilson
Posted: 08/02/2016
JamesWilson
A multi-channel approach obviously provides benefits over a single-channel one. An omni-channel approach yields considerably more meaningful rewards. Full Content »
Contributor: Brian Cantor
Posted: 07/19/2016
brian
As pop culture fans pledged their allegiances to Team Taylor or Team Kimye, customer management professionals were saluting the Denny’s restaurant chain. Full Content »
Contributor: Brian Cantor
Posted: 05/31/2016
brian
You’re told the customer is always right. You know that the customer is not literally always right. How do you account for those conflicting notions? Full Content »
Contributor: Brian Cantor
Posted: 03/10/2016
Apple Launches Customer Support on Twitter; Lessons Learned
Deriving lessons -- and best practices -- from Apple's new customer service Twitter account. Full Content »
Posted: 02/11/2016

In a recent Aberdeen report 60% of companies reported that they weren’t able to increase customer satisfaction in 2012. With more than 80% of revenues coming from existing customers it is imperative for service organizations to focus on improving customer engagement.

 Register for the webinar “How to Improve Engagement with a M Full Content »
Posted: 02/11/2016

Investments in Social Media have breached the billion-dollar threshold. For key decision-makers, there are urgent questions that need intelligent answers: Are we tracking social media? How? How do we build our Facebook brand? Is anyone reading our messages from Twitter? How quickly do we reply?
 
The consequences of failure to get into the Full Content »
Posted: 02/11/2016

As demands on contact centers have increased over time, companies are looking to bring the best talent into their agent pools.  The availability of cloud computing technologies in the contact center has opened capabilities to deploy agents anywhere.  Because of this, companies are able to experiment with different deployment options for Full Content »
519 results
of 48
Contributor:
Posted: 05/12/2017
PodcastImage
We’re told customer experience is the last great differentiator, but what does it take to actually achieve a competitive advantage in today's omnichannel world? Full Podcast »