With consumers now firmly in charge of the digitized customer journey, the demand for prompt, accurate and personal service is critical. It is time to once again move our customer service efforts closer to those who matter most: the customer.
Among the biggest casualties of companies’ decades-long drive to cut costs has been the customer service organization. With an eye toward short-term results, many “conversations” with customers that were previously handled in-house were either outsourced, shipped overseas or both.
That no doubt pleased investors and made our finance people heroes, but it’s also had the perverse effect of placing our customer service functions even farther away from the customer, instead of closer. Continue reading →
Thanks to the explosion of information online, customers are more knowledgeable – and more demanding – than ever. Here’s how to make sure that “hyper-informed customers” also remain loyal, satisfied ones.
At the dizzying rate information accumulates online, we see a staggering rise of what I call “hyper-informed customers” – those who diligently scour social media, blogs, review sites and more to know virtually all there is to know about our products and services. Continue reading →
Focusing on customer satisfaction is a no-brainer for every organization. But if you truly want to build long-lasting relationships with our customers, we need to humanize our interactions.
Our organizations are obsessed with customer satisfaction. Maybe too obsessed.
It’s pretty clear why, judging from the research. Customers who receive the best experiences spend 140% more than those with who receive the poorest ones. And far from being cost-prohibitive, providing superior customer experience actually reduces the cost of serving customers by as much as 33%. Continue reading →
We’re losing our ability to listen. This potential crisis threatens our relationships with our customers, organizations, families and entire nations. Here’s what we can do about it.
The art of listening is under attack.
This skill, among the most important we as humans possess, is getting drowned out from all sides: Increasing noise levels, myriad distractions, shorter attention spans and more people who just want to hear themselves talk. Continue reading →
Today’s consumers increasingly demand customer service on their terms. Maybe it’s time to follow the example of Dutch airline KLM and get more familiar with one of the customer service apps that does it all.
We all know that customers have different preferences for how they want to access customer service. Some want to dial a number while others prefer to type out an email, use an app or visit our website.
Wouldn’t it be great if there was just one app that could accommodate every possible customer-service preference?
In an environment where 80% companies say they deliver outstanding service while just 8% of their customers agree, organizations are turning to big data to provide a better, more personalized service experience.
We’ve all heard of “big data”. It’s the combination of powerful algorithms and vast troves of random data that enables us to predict hurricanes, prevent diseases, fight crime and do lots of other worthwhile things.
But using it to improve customer service?
Absolutely. Big data is the next frontier in customer service, and certainly a worthwhile one – especially since 80% companies say they deliver outstanding service but just 8% of their customers agree. Continue reading →
Get ready for the next big thing in customer service: Virtual reality. By bridging the gap between self-serve and representative-based options, it promises to revolutionize the way we interact with tomorrow’s organizations.
In the near future, the person we turn to for help fixing our computer or how to assemble our IKEA furniture may not be a person at all.
It may be a computer-generated avatar – one that knows a whole lot about us and will be able to effortlessly guide us through complicated processes that previously required human interaction.
At least it appears we’re heading in that direction. Self-serve customer service is already here and knowledge bases are all over the Internet, which makes virtual reality customer service the next logical step. Continue reading →