This Week in Customer Engagement

This week’s best seems to be on customer engagement through quality training and employee support. From teaching CEOs what they need to know about building a strong (and supported) customer service team to insights into the future of customer engagement, this week’s best are sure to help you find a balance.

1.  44 Facts Defining the Future of Customer Engagement

Celia Brown’s article details 44 facts which are defining the way we think about customer engagement. Some of these statistics will surprise you, others will support what you already know, but all provide an interesting insight into the future of CE.

2. 10 Insights on Customer Engagement from the Digital Trends Showcase

Lyle Bunn’s article outlines some of the engagement scenarios presented at the Digital Trends Showcase in Toronto in early October. From digital signage to integrated images this article outlines some important CE insights.

3. Customer Service – Which Comes First – The Customer or Your Staff?

In this article by Kristina Evey she takes a strong look at the importance of hiring the right people to represent you in customer service, but also in creating engaged and interested employees. She argues that you can’t have quality customer service without employee engagement.

4.5 Things CEOs and Founders Need to know about Good Customer Service

Len Markidan’s article discusses the importance of the customer support team in providing quality service. He also gives some great tips on how to make your support team more successful.

5.3 Ways to Create a Customer Service Culture

Finally in this article we tackle the importance of creating a customer service culture by hiring and training the right employees to be in contact with your customers. Sure we all need customer service excellence, but who provides that? And how can we account for this when making hiring, training and promotional decisions? This article will certainly help you find ways to build a more effective customer culture.


Amy Clark is the Lead Author & Editor of IWantItNow Blog. Amy established the Customer Engagement blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to customer service, support and engagement.