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/
It’s the rare construction firm that doesn’t pride itself on putting customers first. But are those customers getting what they truly want? And when employees are asked to go the extra mile on a project, are they clear about where to go?
https://www.enr.com/articles/43585-new-customer-service-role-raises-client-advocacy-to-its-highest-level/
GOOD customer service and having an online presence have been highlighted as the keys to competing with Amazon.
After months of speculation, the US retail giant launched Amazon Marketplace in Australia this week.
But Belmont Business Enterprise Centre founding manager Carol Hanlon said service was the only way to competing and building customer advocacy and loyalty.
https://www.communitynews.com.au/southern-gazette/news/good-customer-service-and-online-presence-key-to-competing-with-amazon-says-belmont-business-enterprise-centre-founder/
According to Kantar TNS’s latest Connected Life research, brands still have work to do to build trust in digital channels.
The report reveals that acceptance of chatbots, which are increasingly used in customer service functions, is generally low in Europe: just 28% of British consumers are willing to interact with them online. However, consumers in other markets are even less open to them: less than a quarter (22%) of Australian consumers said they were happy to interact with AI.
https://uk.kantar.com/tech/digital/2017/british-consumers-not-ready-to-embrace-online-customer-service/
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/
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/
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/
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/
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/
