Welcome to a new decade. Search behavior continues to shape the way businesses operate in the digital world. And Google continues to influence search behavior. As I talked with my colleagues and researched trends for 2020, it became clear that for all the controversy surrounding Google’s growth – for all the buzz surrounding threats to Google, including the rise of Amazon – Google just keeps finding ways to become more dominant.
http://searchengineland.com/get-ready-for-an-even-stronger-google-in-2020-327941/
A customer is one of the most important aspects of a business. If a business is able to delight customers by providing excellent customer service, then it will boost customer retention and business growth.
According to the report, “A Survey of Customer Service from Mid-Size Companies” by Dimensional Research, 52 percent of customers who have experienced positive customer service said that they purchased more from the company.
http://techstory.in/5-technologies-small-business-can-use-to-improve-customer-service/
Many businesses today are tasked with a common issue, making a connection with Gen Z. This new generation of consumers is unique to other age groups as they have been born into the era of technology and the 24/7 economy. In 2020, Gen Z will make up 40 percent of U.S. consumers, so many businesses need to be prepared to capitalise on this rising market segment. After all, they currently have the buying power of $143 billion.
http://uctoday.com/contact-centre/the-answer-to-connecting-with-gen-z-the-power-of-voice/
Responding quickly is a critical business driver. This requires data centers live on the edge to deliver real-time data for an enhanced customer experience.
Consumers expect instantaneous information and services from the companies they interact with. IDC estimates that the average person will interact with connected devices approximately 4,800 times a day by 2025, and while these interactions yield valuable user information that enable companies to personalize their customer service, the amount of data creates major challenges for data centers.
http://rtinsights.com/edge-computing-critical-for-enhanced-customer-experience/
Though 80% of senior decision makers in the UK rate their customer service as ‘excellent’, their customers aren’t feeling quite the same. Our report ‘The Good, The Bot and The Customer Experience’ found there is a significant disconnect between what customers expect and what brands think they are delivering.
In fact, a whopping 91% of UK consumers say they have been left feeling frustrated by the customer service they receive, with top grievances including being left on hold too long and needing to repeat their issue multiple times.
https://www.marketingtechnews.net/news/2020/jan/13/why-despite-hype-ai-could-be-failing-your-customer-strategy/
It might seem like a good idea to use email to resolve customer issues or to simply solve customer issues wherever they find you. It’s simple. It’s cost-saving. But you know what else it is? Messy and risky. Messy, because your communications with customers are all over the place. There’s not a single, unified platform to manage your customers. Risky, because you can easily overlook customers’ messages from email. While it may be unintentional, you are more likely to neglect your customer issues and lose them, which isn’t exactly good for business. Enter customer service software.
https://mopinion.com/best-customer-service-software/
Customer is indeed the king. In today’s market, we – as customers – have become accustomed to getting what we want. From personalised interactions and connected experiences across channels, we have set the bar high and this is no different with customer service. In fact, according to a HubSpot study, consumers are now more impatient than ever. Nearly 90% of them deem “immediate” online response (within 10 minutes) from businesses very important when they have questions. It’s no wonder live chat software is becoming increasingly important and popular among marketers and salespeople.
https://mopinion.com/live-chat-software-an-overview/
Despite the e-commerce boom, numbers show shoppers still want the touch-and-feel experience of brick-and-mortar — recent data from the National Retail Federation found that nearly 80 percent of consumers primarily shop in traditional stores. While the increased foot traffic is great for a retailer's bottom line, it can wreak havoc on sales associates if you don't give them appropriate tools to manage the many needs and requests of shoppers in real-time.
https://www.retailcustomerexperience.com/blogs/using-push-to-talk-technology-to-boost-the-customer-experience/
A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization.
Organizations that have well-developed VOC programs consider feedback from every customer, respond immediately, and ultimately use what they learn to make improvements across departments.
Today, we’re sharing how you can leverage VOC data to improve customer service.
https://www.business2community.com/customer-experience/use-voice-of-customer-voc-data-to-improve-customer-service-02156948/
Great customer service experiences are few and far between, so when you have a good one, it makes a serious impression. Today, most companies don’t let their customers connect, hear a live voice -- a positive one, at that -- and build loyalty to the brand. An interaction with customer service is often the first step toward alienation, not bonding. But for brands that do it right, the contact makes a different kind of impact -- a good one.
https://www.forbes.com/sites/forbesagencycouncil/2018/09/20/why-great-customer-service-is-key-to-a-positive-brand-reputation/
