Customer service leaders frequently ask me about employee empowerment. It sounds so good in theory, but it’s often difficult in practice.
When I talk to them, there’s usually something missing. Here’s an example...
http://customerthink.com/the-new-rules-of-employee-empowerment/
After much of the global economy went into recession back in 2008, public confidence in financial institutions took an equally dramatic dive. Whatever the reality, a large percentage of public and media opinion shifted blame towards global ‘bankers’, unseen financial professionals that were painted as the villains of the crisis. Perception and reputation are difficult concepts to quantify, often the evidence for good or bad reactions is anecdotal and is noticeable from talking to individuals or groups. Because the perception and reputation of any business is vital to its on-going success (and indeed its survival!) the use of Voice of the Customer (VoC) technology has become a common and highly prized asset, which the financial sector is readily embracing.
https://mopinion.com/voice-of-the-customer-helps-financial-sector-regain-trust-and-increase-productivity/
A great customer experience is important in all industries, but in a world of ever-growing consumer expectations, it's critical for retailers. In fact, according to Forrester, "the key to successful retailing in 2018 is obsessing about customer experience." Many retailers are already "obsessed" with the customer experience, but the question is: are they acting upon this obsession?
https://www.retailcustomerexperience.com/blogs/whats-in-store-for-cx-integrating-insight-for-a-360-degree-view-of-the-customer/
Though 80% of senior decision makers in the UK rate their customer service as ‘excellent’, their customers aren’t feeling quite the same. Our report ‘The Good, The Bot and The Customer Experience’ found there is a significant disconnect between what customers expect and what brands think they are delivering.
In fact, a whopping 91% of UK consumers say they have been left feeling frustrated by the customer service they receive, with top grievances including being left on hold too long and needing to repeat their issue multiple times.
https://www.marketingtechnews.net/news/2020/jan/13/why-despite-hype-ai-could-be-failing-your-customer-strategy/
October was National Cyber Security Awareness Month (NCSAM) and the epic Equifax breach serves as just one reminder of the frequent and rising cyber risks and hacking incidents. For customer service organizations, managing the exponential growth of customer data across multiple customer communication channels and platforms is not easy.
http://customerthink.com/why-the-highest-compliance-should-be-your-baseline-for-customer-service-messaging/
For the last few weeks, I’ve been sharing some memories from my past running a call center and some of the ways in which I have observed customer service has changed. The first installment touched on how customer service was considered a necessary evil of doing business in the past. Last week, I explored how measuring the performance of customer service has evolved. The theme throughout each of these was that if your customer service was still mired in some of these past practices and conceptions, you’re doing it wrong.
https://www.business2community.com/customer-experience/youre-wrong-new-customer-service-philosophies-02025456/
Last week, I shared how early on in my career I managed a technical support and customer service center and service was considered a cost center and a necessary evil. How times have changed, and how far most companies have come in changing that perception!
Continuing in that vein, this week I will share our different approach to measuring customer service at that time, and how there are better means of gauging various aspects of service today. (Note: I’m limiting this to live interactions because my time running a service center only saw the beginnings of self-service.)
I’m going to organize this around points in the typical customer service process:
https://customerthink.com/youre-doing-it-wrong-what-to-measure-in-customer-service/
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