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Contemplating the Future of Customer Service

There’s a lot of talk about the future of customer service these days, with social media driving much of the conversation: Customer service is the “new marketing”. It’s a major driver of a great (or lousy) customer experience. Millennials are

Twitter’s Changes and Their Effect on Customer Service

Recently, Twitter announced several changes to how it calculates the number of characters in a tweet. Marketers rejoiced because they now have additional characters with which to include photos, videos, and polls. Twitter purists rejoiced because the platform kept its

Social Media Marketing World: Highlights from the New Customer Service Track

For the first time in its now four-year history, Social Media Marketing World introduced an entire track at its popular conference dedicated to Customer Service. Consisting of four unique individual sessions and two dynamic panel discussions, the Social Care Track

Social Media’s Impact on Customer Experience

Social media is increasingly becoming a larger piece of the Customer Experience (CX) puzzle, meaning that a brand’s actions on social – both marketing and service – greatly affect the overall public perception of the brand. How Social Media Is

How Customer Experience Moves From Offline to Online

While focusing on the online customer experience is critical because so many customers choose to engage with companies online, it is also important to remember that offline experiences can quickly come online so they too need a brand’s attention. In

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Why Customer Experience Matters

Much has been written about the importance of customer experience (CX), and many studies have suggested that customer experience will be the next great corporate battlefield. In fact, a 2014 Gartner study found that by 2016, 89% of companies expect