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/
This is the final article of the 6-part series focusing on how CEOs adjust to their disruptive business environments and what they learned from their efforts that might be helpful to other CEOs. To answer these questions, we interviewed six CEOs/Chairman/Presidents from a variety of industries: Joe DePinto (CEO, 7-Eleven); Mike Fucci (Chairman, Deloitte); Tony Guzzi (CEO, EMCOR), Margaret Keane (President and CEO, Synchrony Financial), Bob Leduc (President, Pratt & Whitney), and Bob Weidner (President and CEO, MSCI). We also interviewed General Dennis Reimer, who led the Army through a major transformation during the period when the Army created the term “VUCA.” We asked each of the leaders to describe their business environment and discuss how they are leading their companies to thrive in the face of massive disruptions. We are grateful to these leaders for their thoughtfulness and candor. We found their stories fascinating and relevant and hope you have as well.
https://chiefexecutive.net/leading-by-learning-for-business-success/
Why integrating best practices for CX has less to do with the right technology than it does with the right organizational culture.
Customer experience is something we weren’t really talking about in healthcare 10 years ago. What’s changed? Why are we hearing so much about it now?
http://www.healthcareitnews.com/news/cx-healthcare-it%E2%80%99s-all-about-culture/
As the influence of social media continues to proliferate, so does the volume of online consumer insights available to companies.
The ability to successfully filter, capture and analyze actionable data is extremely lucrative for data-driven organizations. According to a 2017 McKinsey study, organizations that leverage consumer behaviorial insights outperform their competitors by 85 percent in terms of sales growth and by more than 25 percent in total profits.
https://www.cmswire.com/customer-experience/the-customer-voice-bringing-value-to-online-data/
"A lie can travel halfway around the world while the truth is putting on its shoes," as Mark Twain said, but he did not envisage social media: "halfway" is understating it. A lie – or at least a bad impression – can get fully around the world, in an instant.
That is the nightmare scenario for companies and organisations in the social media age.
http://www.afr.com/news/special-reports/rebuilding-corporate-trust/social-media-has-given-communities-a-voice-20180225-h0wm7s/
The essence of business never changes: engaging the customer, every day.
This is not just the source of revenue: the customer experience – and perspective – remains the "early warning system" to show if things are not working, says Karen Penrose, director at Bank of Queensland. "Trust is remade on every customer encounter," she says.
But these days, there are other stakeholders that business must engage: governments, regulators, employees, suppliers, investors, funders and the general public. "In the modern environment, questions get raised (about a business) by a whole host of interested, invested individuals," she says.
http://www.afr.com/news/special-reports/rebuilding-corporate-trust/customer-always-the-key-but-other-stakeholders-also-vital-20180225-h0wm3f/
Companies are often so focused on front-line touchpoints with customers that they ignore the impact an incorrect bill, a late order or claim can have on customer satisfaction. Here are some tips for making sure “backstage” employees are part of your CX program, too.
https://customerthink.com/putting-the-back-office-front-and-center-in-your-cx-program/
We are proud to announce that one of the largest supermarket chains in the Netherlands, Albert Heijn, now uses Mopinion’s feedback software on their website (AH.nl). Albert Heijn – also referred to as the AH or ‘Appie’, as the Dutch like to call it – jump-started its online feedback programme in June of last year (2017). Since then, they have employed various feedback forms across their website with the aim to extract valuable insights into the online shopper journey.
https://mopinion.com/albert-heijn-caters-to-online-shoppers-with-customer-feedback/
We’re very excited to announce that the Mopinion website (previously only in English) is now available in four new languages: French, German, Spanish and Dutch. The addition of these new languages reflects the increasing demand for digital feedback solutions abroad as well as Mopinion’s rapidly growing customer base.
https://mopinion.com/mopinion-launches-website-in-four-new-languages/
In-App & Web Notifications are increasingly being used by digital-first businesses as a means for boosting conversions or simply conveying an important message to their visitors (while they are active in-app or on the website). According to Localytics, In-App Messaging in particular is capable of boosting engagement by 3x! So to what can we attribute the success of in-app and web notifications? Easy. That would be their exceptional ability to deliver the right content to the right audience at the right time.
In this article we will define 10 tools that offer in-app & web notifications.
https://mopinion.com/10-tools-with-in-app-web-notifications/
