Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
How the Digital Era Is Redefining Customer Experience by John Finch
(No Jitter) As customers become more reliant on non-voice methods of communication, CCaaS serves as a necessary aggregation platform.
My Comment: We’re in a digital age. Our customers are expecting, if not demanding, that the companies they do business with have alternatives (emphasizing the plural) to the traditional phone support. Where did the digital era start? Back in the 1960s. The author gives us a little history and some current insights into what we need to do in the digital age of customer service.
10 Marketing Lessons from Apple [Infographic] by The Website Group
(The Website Group) Read on for a list
