Brad Cleveland Blog

DECEMBER 22, 2015

The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).

Mobile Customer Service 22

Mobile Customer Service Telecommunications Customer Service Customers 22

Brad Cleveland Blog

DECEMBER 22, 2015

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).

Mobile Customer Service 20

Mobile Customer Service Telecommunications Customer Service Customers 20

Brad Cleveland Blog

APRIL 23, 2014

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations.

Mobile Customer Service 20

Mobile Customer Service Customer Service Customer Expectations Customers 20

Brad Cleveland Blog

APRIL 23, 2014

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations.

Mobile Customer Service 20

Mobile Customer Service Customer Service Customer Expectations Customers 20

Brad Cleveland Blog

JANUARY 16, 2020

When customers are clearly upset? How often as a customer do you see or hear the scripted words, “We regret any inconvenience this may have caused”?) How equipped are your agents for those situations when something is going wrong? As writing …

Mobile Customer Service 29

Mobile Customer Service Contact Center Call Center Customer Relationships 29

Brad Cleveland Blog

MAY 19, 2014

Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels. 2% of organizations, as of 2013, had adequate technologies and processes in place to provide a consistent customer experience across …

2013 20

2013 Technology Insights Multi-Channel 20

Brad Cleveland Blog

MAY 19, 2014

Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels. 2% of organizations, as of 2013, had adequate technologies and processes in place to provide a consistent customer experience across …

2013 20

2013 Technology Insights Multi-Channel 20

Brad Cleveland Blog

JANUARY 16, 2020

When customers are clearly upset? How equipped are your agents for those situations when something is going wrong? Here are some time-tested tips: If your organization messed up, acknowledge it in a sincere way—and in plain language.

Mobile Customer Service 26

Mobile Customer Service Contact Center Call Center Customer Relationships 26

Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision.

Customer Care 26

Customer Care Customer Centricity Customers Brands 26

Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations.

Customer Care 26

Customer Care Customer Centricity Customer Expectations Customers 26

Brad Cleveland Blog

DECEMBER 29, 2015

Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. Retailers reported that sales via smartphones grew an average of 87% in 2014.

2014 26

2014 2015 Retail Sales 26

Brad Cleveland Blog

JANUARY 19, 2016

In results that were probably no surprise, a Compuware study found that customers have … Continue reading → The post Are Your Mobile Apps Ready for Prime Time? Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime time.

Mobile Customer Service 26

Mobile Customer Service Contact Center Call Center Customer Relationships 26

Brad Cleveland Blog

JANUARY 26, 2016

The post Staffing for Mobile appeared first on Brad Cleveland.

Multi-Channel 26

Multi-Channel Mobile Customer Service Contact Center Call Center 26

Brad Cleveland Blog

JANUARY 26, 2016

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Multi-Channel 24

Multi-Channel Mobile Customer Service Contact Center Call Center 24

Brad Cleveland Blog

DECEMBER 29, 2015

Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. Retailers reported that sales via smartphones grew an average of 87% in 2014. …

2014 22

2014 2015 Advertising Retail 22

Brad Cleveland Blog

JANUARY 19, 2016

In results that were probably no surprise, a Compuware study found that customers have little tolerance for glitchy or unstable mobile apps. Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime time.

Mobile Customer Service 22

Mobile Customer Service Contact Center Call Center Customer Relationships 22

Brad Cleveland Blog

JANUARY 16, 2020

When customers are clearly upset? How often as a customer do you see or hear the scripted words, “We regret any inconvenience this may have caused”?) How equipped are your agents for those situations when something is going wrong? As writing …

Mobile Customer Service 20

Mobile Customer Service Contact Center Call Center Customer Relationships 20

Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations.

Customer Care 20

Customer Care Customer Centricity Customer Expectations Customers 20

Brad Cleveland Blog

FEBRUARY 25, 2014

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Customer Service 20

Customer Service Customers Social Media Mobile Customer Service 20

Brad Cleveland Blog

JUNE 18, 2014

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Customers 20

Customers Mobile Customer Service Contact Center Call Center 20

Brad Cleveland Blog

DECEMBER 2, 2014

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Customers 20

Customers Multi-Channel Mobile Customer Service Contact Center 20

Brad Cleveland Blog

APRIL 30, 2015

Mobile apps are an important part of the emerging customer service landscape. In results that are probably no surprise, a recent Compuware study found that customers have little tolerance for glitchy or unstable mobile apps. Don’t dither getting there. But by all means, ensure they are ready for prime time.

Customer Service 20

Customer Service Mobile Customer Service Contact Center Call Center 20

Brad Cleveland Blog

DECEMBER 29, 2015

Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. Retailers reported that sales via smartphones grew an average of 87% in 2014. …

2014 20

2014 2015 Advertising Retail 20

Brad Cleveland Blog

JANUARY 19, 2016

In results that were probably no surprise, a Compuware study found that customers have little tolerance for glitchy or unstable mobile apps. Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime time.

Mobile Customer Service 20

Mobile Customer Service Contact Center Call Center Customer Relationships 20

Brad Cleveland Blog

JANUARY 26, 2016

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Multi-Channel 20

Multi-Channel Mobile Customer Service Contact Center Call Center 20

Brad Cleveland Blog

FEBRUARY 25, 2014

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Customer Service 20

Customer Service Customers Social Media Mobile Customer Service 20

Brad Cleveland Blog

JUNE 18, 2014

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Customers 20

Customers Mobile Customer Service Contact Center Call Center 20

Brad Cleveland Blog

DECEMBER 2, 2014

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Customers 20

Customers Multi-Channel Mobile Customer Service Contact Center 20

Brad Cleveland Blog

APRIL 30, 2015

Mobile apps are an important part of the emerging customer service landscape. In results that are probably no surprise, a recent Compuware study found that customers have little tolerance for glitchy or unstable mobile apps. Don’t dither getting there. But by all means, ensure they are ready for prime time.

Customer Service 20

Customer Service Mobile Customer Service Contact Center Call Center 20

Comm100

FEBRUARY 6, 2018

Salesforce has been successful as a mobile customer service application, meeting the increasing demands of businesses and customers. Comm100 is a customer engagement solution with live chat as its hub — or core function. Zendesk offers a range of products to help companies improve their customer relationships.

Customer Engagement 48

Customer Engagement Engagement Social Media Omnichannel 48