A fortnightly round-up of bright things for customer-obsessed brands wanting to thrive in a digital world.
BRIGHT INSIGHTS FOR CUSTOMER-OBSESSED BRANDS
The challenges and benefits of omnichannel customer service
Some good stats here including; “74% of consumers identify word of mouth as a key influencer in their purchasing decision” and a it on how BT saved $3.1 million per year by adopting a more social media-centric approach to its customer service – WOW. More insights from Brandwatch here.
Why social customer service is a sliding door
How can you make your brand more accessible to customers and maintain excellent customer experiences through multiple touch points? Read more from Paolo Fabricio.
Social customer service is an investment, not a cost [podcast]
Everything you need to know about social customer service in one podcast, by our very own Danielle Sheerin. Listen to the interview with Danielle by Paolo Fabricio.
What is a customer hub and why do you need one?
Interesting stuff for brands that want to stay ahead. I’ve been reading lots from Martin Hill-Wilson on customer hubs and how they can help customer-obsessed brands with next generation customer engagement. This is the best post to start with. Read more about customer hubs.
The 10 step digital customer service manifesto
Mainly for financial services, but can be applied to any large, complex organisations, this practical guide goes through everything from hours of service, to leveraging big data and silos. Read the summary article.
Social Customer Service Maturity Assessment
If you think that your social media customer service might need some improvement, take our simple maturity test and we will contact you to arrange no obligation consultation to discuss our recommendations for you. It should take about 5 minutes.
Customer contact expo
Free event for anyone working in or with a contact centre who wants to work smarter and more efficiently. BrightCultures will be there too, so say hello if you’d like to talk more about digital customer engagement.
Wednesday 30th Sep – Thursday 1st Oct, London.
If you’d like to talk about your social customer service needs, get in touch at firstname.lastname@example.org. We create end-to-end social customer care solutions and specialise in regulated industries.
Image credit: Jérémy Lelièvre