It’s no longer good enough to simply provide customer service. To truly be relevant and competitive in the marketplace, companies need to adopt a customer obsessed outlook and culture.
Customer obsession takes more than just offering services and products that customers might like and buy. To truly be best-in-class, companies need to not only deliver a customer experience that leaves a lasting, loyalty-inducing impression but also be constantly communicating with their audience. It’s these two-way conversations that help build deep, lasting relationships with our customers.
https://www.somos.com/blog/customer-obsession-starts-listening-customers/
A customer’s experience with a business will be at its best during the sale more often than not. From there, the interaction value typically declines as businesses devote more attention to new sales opportunities or upselling. Nowhere is this more evident than in customer service models in which representatives are evaluated based on the speed and efficiency of how they handle inquiries rather than the service provided. Companies have even been known to establish a metric for “efficiency” by encouraging the highest volume of calls in the least amount of time. That approach doesn’t leave a lot of room for personality or attention, does it?
In today’s competitive environment, whether interacting with potential or existing customers, keeping them happy is critically important. No customer should be treated as an afterthought or an “issue.” Businesses need to stop considering customer service an unnecessary cost center and start focusing on its potential value.
https://www.business2community.com/customer-experience/the-opportunity-to-be-a-leader-in-customer-service-02055160/
If a company wants to improve its bottom line, it needs to focus on improving sales. That is only possible when the brand is addressing the right audience and solving their key problems. But, how can the brands achieve that? Being a mind reader sounds amazing, doesn’t it? Now, no need to lose hope. There still are different ways by which the companies can tap into what their customers’ pain areas are. Post that knowledge, they can plan their customer experience strategies to solve those problems.
In this article, we will be discussing the customer service pain areas of the customers – some pressing issues, urgent needs and what could be the possible solutions.
https://customerthink.com/identifying-customer-service-pain-areas-and-how-to-solve-them/
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/
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/
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/
According to Accenture’s just-released Digital Consumer Survey, sales of home-based intelligent assistants such as Amazon Echo of Google Home grew more than 50% in every one of the 21 different countries the company surveyed. And according to a new research from Adobe Digital Insights (ADI), voice-assistant sales grew 103% year over year in the fourth quarter of 2017. Adobe also found that 22% of voice assistant owners said that they shop using voice commands.
https://customerthink.com/customers-are-willing-to-pay-a-lot-more-for-a-better-customer-service-experience-if-they-get-to-tell-you-exactly-what-that-is/
2017 was a record year for hacks of personal customer details. These breaches give fraudsters access to our identities including the answers to those annoying security questions. One thing the fraudsters can’t do much with? Voice data. And that is why banks and telcos are increasingly replacing security questions with biometrics.
https://customerthink.com/2018-5-ways-ai-will-make-you-love-customer-service-in-2018/
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/
