a Sift Media publication

MyCustomer.com

Behavioural economics in the call centre: To BE or not to BE?
Service has changed radically in the last 20 years - can behavioural economics add value to customer interaction?
10 lessons to dispel the customer experience disillusionment
You don't need the Next Big Thing, says Shaun Smith, you just need to get your CEM right.
Customer service apps: The future of service or silly fad?
MyCustomer.com exmaines the growth, predictions and adoption of customer service apps.
Customer service: Are your field workers left out of the loop?
To deliver acceptable service, firms must resolve the disconnect between the contact centre and field workers.
How to measure the impact of social customer service
Walter Van Norden outlines the three categories of social care metrics your brand will need.

Let’s kick temperamental software out of the corporate world!

17/05/2012 - 01:13

Corporate software complies with business requirements - but it seldom complies with user experience rules, says Pedro Janeiro.

Are self-service and social support our silver bullets?

17/05/2012 - 01:12

"Customer service agent - I don't need you!" says Andrea Incalza, as he sets out a manifesto to help the customer service organisation.

Best-in-class businesses unlocking data value with MDM

17/05/2012 - 01:09

Master data is not only impacting internal business operations, but also has significant influence on how a company presents itself to customers, according to a new report.

VoC: What’s wrong with VoC and how do you get it right?

17/05/2012 - 01:09

What’s the big issue with how companies are going about Voice of the Customer? Maz Iqbal explores.

Infographic: Traditional CRM vs social CRM

17/05/2012 - 01:06

A new infographic from Our Social Times pits traditional CRM against the rise of social CRM.

Thoughts on NPS

17/05/2012 - 01:02

Wouldn't it be more pragmatic and accurate to base promoter scores on actual recommendations, rather than declared intent, asks Vladimir Dimitroff.

Sapphire: Business ByDesign to be broken into "mini suites"

16/05/2012 - 14:26

In the end Business ByDesign didn’t make it – or at least not in its originally planned form.

Transforming service through the radical reconceptualisation of service

16/05/2012 - 09:41

Are you up for being a leader in the area of service by generating loyalty? Maz Iqbal provides two openings.

Consumers happy to trade personal data for loyalty rewards

16/05/2012 - 01:09

Over three quarters of consumers admit they don’t like giving out personal details to companies unless it is through an established loyalty scheme, new research has shown.

Posting on social media sites as good as sex - FACT!

16/05/2012 - 01:09

Spike Mafford/Photodisc/Thinkstock_keyboard

A new study has revealed boasting about yourself on social networks stimulates the same pleasures to the brain as sex.

Survey reveals aggressive Big Data strategies for business advantage

16/05/2012 - 01:07

New research has revealed organisations primarily see Big Data as a business opportunity rather than an IT challenge and are aggressively attempting to master it for business advantage.

Social media users demand real-time customer service - study

16/05/2012 - 01:04

Higher customer service expectations sees engaged social media users demanding rapid company response to consumer complaints, according to new research.