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News and trends for customer care professionals.

Click here to access the full digital issue of CRM Magazine Spring 2015

News & Trends for Customer Care Professionals

To develop “experience innovations” that turn mundane interactions into engaging encounters:
➤ When it comes to people, you must direct workers to act.
➤ When it comes to process, you must mass customize your offerings.
➤ When it comes to technology, you must fuse the real and the virtual.
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According to a study by Bain & Company, increasing customer retention rates by a mere 5% can increase profits by anywhere from 25% to 95%.
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For the first time, respondents reported using a company’s FAQ pages on its website more often than speaking with an agent over the phone, according to Forrester’s Channel Management report. Use of the help/FAQ pages for customer service increased from 67% in 2012 to 76% in 2014, while phone interactions have remained constant at 73%.
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The most common mistake in managing the customer experience is starting with customer data. Using data and analytics as a starting point fails to recognize the importance of coherence between customer experience and brand identity.
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81% of customers are willing to pay more for a superior customer experience,
according to Oracle Corp.
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Independent of the question they had, 56% of respondents aged 18 to 34 prefer live chat to phone, compared with 27% of those aged 35 and older.
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6 global brands weigh in on strategies that will drive customer engagement

  1. Anticipate customer needs, then act on them— and exceed them.
  2. Give customers real-time benefits that make their experience more fun.
  3. Use social media to provide value, not simply as means to amplify your message.
  4. Simple is better when it comes to a customer's experience to increase their satisfaction (and retention).
  5. Use and analyze data in new ways.
  6. Embrace customer feedback and use it to improve processes.
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