Category Archive for "Customers"

Forrester's 2017 customer service trends 797

Forrester’s 2017 customer service trends

Every year, Forrester publishes their customer service trends report, and 2017 is not an exception. To see what we can expect in this field, we are here reporting on the six most important predictions of Forrester’s analyst Kate Leggett who believes that operations will become smarter and more strategic. Let’s…

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How to improve service experience in 2017 Try texting 01

How to improve service experience in 2017? Try texting!

After a quarter of a century, auto dealerships have finally started realizing that technology works for them, not vice versa. As 2017 has opened the door for innovation, such as virtual reality, but in order to reach this level, the entire car industry needs to pull the brake and realize…

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The power of customer satisfaction survey

The power of customer satisfaction survey

Business and, as a matter of fact, all relationships depend upon good communication. If you do not know something it makes perfect sense to ask. When you do, you may get an answer you either like or dislike, but you will have the most powerful thing, the answer.

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Value of customer satisfaction

Value of customer satisfaction

Customer satisfaction is one of the burning issues in businesses today. To invest or not to invest into CS improvement? Many companies are still in doubt whether their investment will pay off at the end of the day. Using quantified examples and appropriate methodology, Cisco and IBSG (Internet Business Solutions…

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Improve customer retention and increase sales with texting

Improve customer retention and increase sales with texting

What is your customer retention percentage? Are you asking for more incremental work when the vehicle is on the hoist? Are you using SMS to your advantage?

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Customer Experience -Management and Technology

Customer Experience: Management and Technology – Multiple Trends and Multiple Opportunities

[The year of] 2014 ushered in the need to fully understand what customer experience management (CX) is all about for big and small companies across all types of industries on a global basis. CX management comes down to knowing all the customer touch points, their details and understanding each piece…

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Forresters Predictions Top Customer Service Trends in 2016

Forrester’s Predictions: Top Customer Service Trends in 2016

Customer satisfaction and loyalty represent the basis for a positive customer experience, which further influences the rise in profit. Monitoring customer behavior and doing everything possible to make their satisfaction higher should be a mission of every company focused on the end user.

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Customer Engagement vs. Customer Experience in Car Industry

The Subtle and Critical Differences between Customer Engagement and Customer Experience

Customer engagement is defined by the amount of interaction that an individual consumer has, directly or indirectly, with a company and or their brand over time. It includes all of the…

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The Influence of Emoji on Car Dealership Texting

The Influence of Emoji on Car Dealership Texting

The advancement of technology today is accelerating every day, and its influence on our everyday lives is enormous. To stay fresh, every business needs to keep up with this advancement, and even dictate rules, for that matter. When it comes to mobile texting within your car dealership, one question appeared…

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A Tale of Two Automobile Dealerships – Mobile Texting Works!

A Tale of Two Automobile Dealerships – Mobile Texting Works!

According to Peter Drucker, “Management is responsible for doing things right, and leadership for doing the right things.” Yes, we should all embrace this management philosophy, but as always it is easier said than done. To help simplify this axiom let’s look at a concrete example where leadership points a…

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