This week’s best in customer engagement covers a variety of themes. These include digital media experts, social media engagement and even a list of the very best and worst in CS.
In this article by Christopher Hall, he describes the DSA symposium and the gathering of industry executives. He outlines their responses to some very important questions about the digital experience.
Lois Gellar’s article about the role of social media in business helps to establish best practices in CS. Gellar addresses social media as the important CS platform that it is.
Sophie Christie’s article outlines the findings of the best and worst customer service ranked companies. Will the results surprise you? Maybe, but there are opportunities to learn from these rankings.
In this article by Frederic Forrest she features insights from leaders in the industry and in venture management. This piece establishes why customer service is just the beginning, and why you should think about stretching the term towards customer success.
Finally there’s my article about product knowledge and its role in building customer service excellence. Remember that when your customer service agents are confident about your product, they’ll be far more successful. This article offers some tips on how to leverage product knowledge.