SOURCE: Aberdeen Group

Aberdeen Group

August 13, 2013 10:35 ET

Aberdeen Group Publishes Customer Experience and Service Management Research

Research Examines Linking Customer Service and Marketing, Social Customer Care

BOSTON, MA--(Marketwired - Aug 13, 2013) - Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), today announced the publication of two new research reports and a webinar from Omer Minkara, Senior Research Analyst for its Customer Experience and Service Management research practice.

"Bringing Customer Service into Marketing: Empowered Customers Make Service Excellence an Imperative" presents best practices on how customer service and marketing teams should work together to improve brand awareness and loyalty. The report delves into the impact that empowered customers have on company brand, and provides insights on how Best-in-Class companies can manage this change by transforming their customer service efforts to support marketing-led brand management programs. Findings reveal insights that help companies delight the empowered customers and improve annual revenue by 11.3% year-over-year. To obtain a complimentary copy of this report, please visit:

"Social Customer Care: Secrets to Build a Winning Strategy" sheds light on best practices that help organizations make effective use of social media within their customer care programs. The findings reveal that companies have increased their adoption of social customer care by approximately five-fold between 2010 and 2013, signaling the increasing importance of social media within customer service efforts. However, winning the hearts and minds of customers is not accomplished solely by adopting a social media initiative. This report outlines best practices that help companies achieve an 17.6% year-over-year increase in customer satisfaction rates while retaining 89% of their clients. To obtain a complimentary copy of the report visit:

In addition to his recent benchmark studies, Omer Minkara also recently conducted a webinar on how to "Reshape Customer Conversations through Real-time Customer Information." The findings outlined in this presentation indicate that businesses successfully empowering their staff with real-time customer information are well-positioned to improve the overall customer experience, while driving quantifiable performance gains. Other best practices reviewed in this webinar include steps for ensuring consistency of customer messages, and improving the quality and timeliness of data used within buyer interactions. Access a recording of this webinar here.

View Omer Minkara's postings on the Aberdeen Group blog Research with Results.

Follow Omer on Twitter @omer_aberdeen

Additional recent research reports from Omer Minkara include "Contact Center Optimization: Use Data to Deliver Superior Customer Care," "CEM in Financial Services: Secrets to Improve Client Value," "Strategic Value of Intraday Management in the Contact Center," and "Real-time Unified Customer Engagement: How to Delight Empowered Customers."

About Aberdeen Group, a Harte-Hanks Company
Enabled by its team of 40 research analysts covering 16 industry-sector categories, access to 35,000+ benchmarked enterprise decision makers, and 2.5 million research readers, Aberdeen Group -- a Harte-Hanks Company (NYSE: HHS) -- is the trusted advisor to global technology markets, providing corporations with insights that drive IT decisions. Aberdeen's independent, fact-based research and market intelligence is used by the Fortune 1000, Global 500, and Software 500.

Aberdeen has offices in Boston and London. Harte-Hanks operates 25 offices in the United States, and has locations throughout Asia-Pacific, Europe, and Latin America. 

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