May 05, 2016

Does Your Customer Experience Strategy Need a Tune Up?

Getting from satisfying to stellar doesn’t happen overnight—it takes thoughtful and proactive planning. With a customer experiences strategy that turns dissatisfaction or indifference into delight, you can increase your market share, generate revenue, and create loyal brand advocates who will help you sustain that growth.
May 05, 2016

How Social Media Insights Can (and Should) Drive Business Strategy

Savvy brands are using social media intelligence to augment their traditional market research efforts. Social media monitoring tools allow marketers to better understand consumer needs and opinions, survey the competitive landscape, and make more informed decisions.
May 06, 2016

Goodwill Abuse: How Customer Fraud Can Cost You Big

It's likely that the majority of customers who contact you for help are doing so in good faith. And your agents are trained to make customer satisfaction a priority, so they will do their best to resolve the customer's issue and make them happy. But time and time again, companies fall victim to fraudsters who abuse the trust of your customer service agents and exploit the gaps in your CRM technology for their own gain.
May 09, 2016

What’s Your Customer Relationship Style? [Quiz]

Living up to customers' high expectations takes more than just dedication—it takes obsession. Are you in love with your customers, or on the brink of a breakup? Take this short quiz to learn how your customer relationship style could be helping or hurting your brand.
May 18, 2016

Product Updates: May 2016

The latest updates to Astute's suite of products, including ePowerCenter CRM and Astute Social. New case audit, dashboard, and address tools make customer service management simpler. Astute Social's new interactions and publishing interface allow social media managers a more in-depth look at social engagement and scheduling.
May 20, 2016

Psychic Pizza: How Proactive Service Enhances Customer Experience

Although we may still be a few years away from using psychic powers to order pizza, today's customer experience (CX) can be greatly enhanced by technologies that can anticipate customer needs and enable brands to communicate proactively. Why is the element of anticipation so crucial to CX?
May 22, 2016

The Two Customer Experience Stats You Must Act On [Video]

Out of all the customer experience statistics out there, two must command your attention: 97% of customers that have great service experiences are highly likely to tell their friends and family about it; and 96% of unhappy customers won't even tell you they're unhappy. Watch the video above to learn why these stats matter and what brands need to do to be successful.
May 27, 2016

6 CRM Trends to Help Make You Stand Out

“If everyone jumped off a bridge, would you jump too?” We’ve all jumped off a bridge at some point or another, falling under the spell of the latest craze or caving to peer pressure. It’s not easy to distinguish a fleeting fad from a lasting shift in technology or best practices, but we’ve made it easy this time. Here are 6 CRM trends you can trust:
May 31, 2016

What CX Pros Need to Know about Natural Language Processing

Natural language processing (NLP) refers to technology's ability to understand human language and converse with humans. It can apply to both voice and text-based conversations. When NLP works, it feels a little like magic. Customer-facing systems equipped with advanced NLP technology can provide incredible benefits for customer engagement.