Customer Service News
Thought provoking topics at upcoming UK event
Source: Festival of Marketing
20 August 2015
Though targeted at marketers, The Festival of Marketing has a stage dedicated to forums on customer experience. The topics they are discussing may be interest to our members.
Example of one of the forum topic – Customer Experience: The Emerging Role of Emotions
Using customer experience as a differentiator, measuring and framing the emotional impact of experience and using technology to create a customer centric culture. Speakers will also cover key data and feedback loops, how to create connected journeys and marrying together datasets, tech infrastructures and teams.
Revolutionizing Customer Service with the Internet of Things
12 August 2015
The explosive growth of device connectivity, wireless technology, cloud computing and advanced analytics has driven the Internet of Things (IoT) from vision to reality. Devices with embedded sensors are enabling advanced, automated communications for businesses and customers. These connected devices are driving deeper engagement, providing new experiences and opportunities, creating new revenue opportunities, and enabling better business insight.
Toowoomba council serves millionth customer
Source: The Daily Telegraph
5 August 2015
TOOWOOMBA Regional Council has serviced its millionth customer.
Greg Grantham walked through the doors of council’s customer service centre yesterday.
He spoke to council officers about possible rates charges in a Toowoomba Regional Council areas as he is looking at purchasing a property.
Toowoomba region Mayor Paul Antonio said moments like those called for celebration and great appreciation for council’s customer service team.
Too many customer requests via social media fall on deaf ears
1 July 2015
It turns out that while people may put up with waiting on telephone hold for 15 minutes (or so) or be willing to bide their time for an email response, they’re not so patient with social media. Close to 42% of consumers expect resolution within an hour of posting a question or issue. The problem is, right now social media represents one of the least responsive ways for someone to get an answer, according to data from consulting firm Northridge Group. (Registration required.)
ADMA chief calls for ‘six figure salaries’ for staff in bid to improve levels of customer service
12 August 2015
Australian business should take a leaf out of America’s approach to customer service and start paying staff $100,000 or more for their skills, the chief executive of the Association for Data Driven Marketing and Advertising has said.
Wollongong’s SMART Infrastructure Facility helps improve service
Source: Illawarra Mercury
12 August 2015
Wollongong’s SMART Infrastructure Facility is helping a major international rail service provider harness information from social media to improve customer service.
SMART researchers are using geo-social intelligence technology to help MTR Hong Kong communicate and share information more efficiently on its nine commuter railway lines, light rail network and high-speed airport express link which carry 5.4 million passengers a day.
The Customer Conversation
Source: IBM / eConsultancy
30 July 2015