Monday, April 20, 2015

What Does It Take To Close The Customer Experience Gap? | CustomerThink

#CustServ What Does It Take To Close The Customer Experience Gap? http://t.co/y7pZOYhMvR

Source: customerthink.com

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Friday, April 17, 2015

Personalisation: not a technical tool, but a way to build closer relationships with people | memeburn



Leaders in customer experience outperformed the Standard & Poor 500 Index by 26 percent,



Source: memeburn.com


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37% of Large Retailers to Deploy Beacons This Year



Many large and small retailers plan to deploy beacons this year but those in the middle, not so much. Comprehensive research around beacon deployment has been somewhat scarce in the market to date. We

know beacon deployment at retail last year was hardly a blockbuster, although there were countless experiments and trials going on, some relatively large in scope. The same is still true today,

despite a few large-scale deployment announcements.



Source: www.mediapost.com


Get ready for a Minority Report world with more than a third of large retailers deploying beacons this year! #retail #custserv #custexp #callcenter


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How To Compete and Succeed In An Omni-Channel World



With Amazon alone gaining 65 billion dollars in market value over the past five years, it isn’t news that retail leads the way in a historic disruption of the relationship between buyers and seller…



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Nice infographic on Ways Retailers can Use Omni-channel marketing – But it neglects the changes that need to be made in the contact center to support omni-channel: a single view of the customer regardless of channel. #custserv #custexp #callcenter


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Thursday, April 16, 2015

Robotic Customer Service? In This Japanese Store, That’s the Point



Toshiba Corp. said its humanoid robot will debut at the information desk of an upscale department store in Tokyo next week and provide audio guidance to customers.



Source: blogs.wsj.com


Interesting…a robot for Customer Service, but not the future. #custserv #custexp #callcenter


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Canadian Radio-television and Telecommunications Commission | Metroland pays $240,000 for violating the Unsolicited Telecommunications Rules


Source: www.newswire.ca


Another example of a firm breaking the rules- #callcenter #cctr


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Omnichannel Efforts Increasing, but Not Profitable



While the amount of money, energy and time retailers and consumer goods manufacturers are spending to improve their omnichannel sales capabilities, but only 16 percent of companies say they can fulfill omnichannel demand profitably today. Here’s more from this report a new report prepared for JDA Software Group by PwC.



Source: multichannelmerchant.com


Only 16% of companies can fulfill #omnichannel orders profitably. #custserv #custexp #callcenter


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