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/
Customer loyalty is critical to the survival of any business. If your customers suddenly find good reasons to start visiting your competitors, maybe it was because they weren’t satisfied with your product, or the type of service they received while with you. None of them ever told you about any problems they were having, they just stopped coming.
If that sounds strange, then consider the following statistics –
http://customerthink.com/6-reasons-your-customers-do-not-complain/
I came across an article this week that immediately caught my attention: Top Takeaways From The 2017 Customer Rage Study. While the study itself is not yet available on the Customer Care and Measurement & Consulting website, the fact that they have previously conducted similar research and you can filter articles by the subject of “rage” leads me to believe they are a bit of an expert.
http://customerthink.com/three-ways-to-avoid-customer-rage/
We’ve all been there. That grudge payment we have to make. And on top of it, to make it, we need to go and stand in a queue that are usually extra long. Today was no different. I stopped at the traffic department to pay my license, saw the people queuing out the door and decided to come back a bit later (hoping that things would calm down a bit).
https://customerthink.com/do-you-talk-about-great-cx-or-do-you-do-great-cx/
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/
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/
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/
Customer journey mapping sounds like it could be yet another technical exercise that your team could probably do without but according to these experts, it's quite the contrary. They are a necessary part of understanding and breaking down the barriers between your business and it's customers.
Customer journey maps are just as simple as they sound but they can be more useful than you could imagine.
https://www.cmswire.com/customer-experience/how-to-get-started-with-customer-journey-mapping/
Gartner made some interesting predictions about customer experience (CX) and the marketing technology associated with it in early 2017. The research firm suggested customer experience management would continue to top CEO, CMO and CIO agendas, calling it the “watchword of our age.” On the technology side, Gartner predicted CMO technology spending would exceed that of CIOs and that eventually, the CIO role will fall under the CMO organizationally.
https://www.cmswire.com/customer-experience/surveying-the-customer-experience-technology-landscape/
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/
