A few years back, it seemed forecasters everywhere were predicting the demise of the call center as self-serve digital channels accelerated up the steep curve of early customer adoption. More recently, with the advent of automation in the form of Intelligent Virtual Assistants, natural language processing and other artificial intelligence-based tools, the extinction of the call center was revisited.
It is true that digital interactions are increasing. According to this 2018 McKinsey research, 48% of all customer care interactions will be digital by 2020.1 But another study states that a majority of consumers ranked speaking with a human on the phone as their preferred communication channel with a business.2 When you peel back the onion, it’s clear that digital channels and call centers need to work in concert to optimize customer engagement.
http://customerthink.com/the-value-of-cross-channel-voice-of-the-customer/
Customer experience (CX) professionals have it so easy today. In the past we relied on surveys as our primary source of customer insights. Now with so many options for connecting with customers, CX professionals have it made!
But can so many options actually make it more difficult? How do you keep track of the options? How do you determine which are best for you? How do you pull everything together into one cohesive voice?
On second thought, maybe today’s CX professionals have it harder than I thought.
https://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=128311/
You may be like many executives who’ve had more than a few sleepless nights worrying about your customers. Particularly the customers with problems (and on average that’s 3 out of 4 of your customers) — the ones who light up the phones and fill your inbox with concerns, complaints, and helpful suggestions. Surely if you don’t act and fix their issues, they’ll take their business elsewhere, right?
It’s a common hypothesis that you should prioritize your initiatives around those known problems or the ‘squeaky wheel’ issues. The ‘known issues’ are causing friction in your customers’ experience and should be addressed, however, they may not deserve the resources or priority that you think.
http://customerthink.com/the-customer-experience-risk-its-what-you-dont-know-that-should-keep-you-up-at-night/
As autumn moves into full swing, retailers work to finalize their preparations ahead of the holiday shopping surge. Each year, the fourth quarter plays a significant role in ensuring retailers remain profitable, but this season holds even more weight, as some experts predict it to be the most successful holiday season since the “retail apocalypse” began.
The road to a profitable season is paved by those who do right by their customers; by those who provide a positive, personalized and multi-channel experience that leaves their customers wanting more.
https://www.retailtouchpoints.com/features/executive-viewpoints/how-cx-will-make-this-holiday-less-apocalypse-and-more-revival/
The difference between a good business and a great one often comes down to the small details. Companies who show that they care about those details are generally more successful and more popular among their customers. Any prosperous business will tell you that part of the secret of getting to the top is to be good at both eliciting and listening to feedback.
https://www.netigate.net/articles/customer-satisfaction/improve-customer-feedback-five-top-tips-getting-helpful-comments-customers/
Helping consumers and businesses manage and plan their financial affairs, Financial Advisors (FAs) are the key intermediaries or channel for the promotion and distribution of a wide array of investment and insurance products and services. From life insurance, variable annuities, mutual funds and retirement products to trust services, wealth management and an endless assortment of investment instruments and securities, FAs are critical conduits connecting customers with financial services “manufacturers.”
Building enduring, strong relationships with Advisors is critical to providers that rely on this channel. Winning with Financial Advisors, however, is analogous to herding cats. The stakes and the challenges are greater than ever in this love/hate mutual dependency, making strengthening Financial Advisor experiences and relationships critical to winning with advisors.
http://customerthink.com/capturing-the-loyalty-business-of-financial-or-any-intermediaries/
If you’re reading this it’s probably safe to say your business has decided to implement an online customer feedback programme. Excellent choice! The next step is to start setting things into motion (in other words, collecting feedback), which can be challenging without the proper guidance. If you already have goals set out for your business, you’re certainly on the right track. Now all you’re going to need is a strategy that encompasses those goals, which – in the case of feedback – can be as simple as using a feedback form template, or at least understanding how a feedback form should be designed…
https://mopinion.com/the-best-feedback-form-templates-for-your-website/
VoC continuous survey programs are used to better understand the customer experience within a business. But which metrics should be used to measure return on investment?
Voice of Customer (VoC) is a relatively new term in marketing research that represents the process by which a company continuously gathers and analyzes the satisfaction and opinion of customers regarding their experience with the company. This type of program is mainly implemented to improve customer experience, however it has to be profitable for the company. Therefore, any company wishing to implement a VoC program must measure and track certain metrics over time to determine its return on investment.
https://www.lanla.com/en/articles/measuring-voice-of-the-customer-roi-which-metrics-are-right-for-you/
Social media and the Voice Of the Customer (VoC). It’s a topic that keeps popping up, especially the value of social and the role of social signals in the overall VoC picture. In its “Integrated Customer Experience study“, Econsultancy once again showed that social media ranks surprisingly low on the list of channels used in a VoC context. Social is even often separated from the overall Voice Of the Customer approach.
https://www.i-scoop.eu/listen-voice-customer-stop-business/
Leading enterprises are shifting their customer service strategies from voice to digital channels to improve customer experience, and they have the bumps and bruises to show for it.
The path to digital customer service is tricky to navigate because workflows and tools for engaging with customers across voice and digital channels, like SMS, chat and social media, must be integrated and used appropriately. Some major companies are using Salesforce's Customer 360 initiative to provide a unified view of customer interactions across those channels.
https://searchsalesforce.techtarget.com/tip/Tips-to-build-a-successful-digital-customer-service-strategy/
