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/
The travel, tourism, leisure, and hospitality (TTLH) industry has long been the poster child of great customer service (CS). But with its agile and strategic response to the disruption and innovation caused by digital transformation, it is also setting the benchmark for customer experience (CX) Explore how hospitality marketing has embraced the digital customer journey and what digital marketers committed to delivering the best CX - virtual or otherwise – across industries can learn from it.
https://www.martechadvisor.com/articles/customer-experience-2/5-cx-lessons-for-digital-marketers-from-the-ttlh-industry/
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/
Responding quickly is a critical business driver. This requires data centers live on the edge to deliver real-time data for an enhanced customer experience.
Consumers expect instantaneous information and services from the companies they interact with. IDC estimates that the average person will interact with connected devices approximately 4,800 times a day by 2025, and while these interactions yield valuable user information that enable companies to personalize their customer service, the amount of data creates major challenges for data centers.
http://rtinsights.com/edge-computing-critical-for-enhanced-customer-experience/
Many businesses today are tasked with a common issue, making a connection with Gen Z. This new generation of consumers is unique to other age groups as they have been born into the era of technology and the 24/7 economy. In 2020, Gen Z will make up 40 percent of U.S. consumers, so many businesses need to be prepared to capitalise on this rising market segment. After all, they currently have the buying power of $143 billion.
http://uctoday.com/contact-centre/the-answer-to-connecting-with-gen-z-the-power-of-voice/
A customer is one of the most important aspects of a business. If a business is able to delight customers by providing excellent customer service, then it will boost customer retention and business growth.
According to the report, “A Survey of Customer Service from Mid-Size Companies” by Dimensional Research, 52 percent of customers who have experienced positive customer service said that they purchased more from the company.
http://techstory.in/5-technologies-small-business-can-use-to-improve-customer-service/
Welcome to a new decade. Search behavior continues to shape the way businesses operate in the digital world. And Google continues to influence search behavior. As I talked with my colleagues and researched trends for 2020, it became clear that for all the controversy surrounding Google’s growth – for all the buzz surrounding threats to Google, including the rise of Amazon – Google just keeps finding ways to become more dominant.
http://searchengineland.com/get-ready-for-an-even-stronger-google-in-2020-327941/
We are all suffering from survey fatigue. Every single store on a recent shopping trip asked us to fill in a survey by going to a URL the sales associate helpfully circled on the receipt. It sometimes feels as if you can’t undertake any retail transaction these days without being surveyed.
And how many of these do you fill in, or respond to? I’ve seen and heard industry statistics that suggest that up to 90 percent of customer experience surveys are ignored. Why?
https://www.cmswire.com/customer-experience/is-your-voice-of-the-customer-program-all-talk-and-no-action/
Our members tell us what we are good at and where we need to get better. We use feedback from customer satisfaction surveys and industry measurements such as J.D. Power. This information is pure gold because you can dissect it to discover where you need to improve, says David Bano, chief claims officer at Nationwide. It’s like a math equation where you remove pieces to make customer interactions quicker and more convenient.
It’s important to listen to positive and negative feedback equally.
http://www.sbnonline.com/article/capture-customer-voice-generate-new-services/
ne often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so!
Many companies do not take advantage of this and end up missing out on a chance to understand what their customers really want. Companies should, in fact, make it a priority to request feedback, and then act on the input received – especially important given that there is a strong correlation between customer feedback and customer loyalty.
Let’s explore why customer feedback is important and the best ways to capitalize on the feedback received.
https://www.comm100.com/blog/capitalize-on-customer-feedback.html/
