Customer Service News & Analysis
| Monday Dec 8, 2014
Anyone who knows anything about customer experience (CX) knows Shep Hyken.
Hyken is a go-to source for anything related to CX. He's also a professional speaker and bestselling author who works with companies and organizations who want to build lasting relationships with their customers and employees.
In addition to writing in hundreds of publications, he is the bestselling author of "Moments of Magic," "The Loyal Customer," "The Cult of the Customer," "The Amazement Revolution" and, most recently, "Amaze Every Customer Every Time." He is also the creator of The Customer Focus program, which helps clients develop a customer service culture and loyalty mindset.
Did we mention he's the Chief Amazement Officer of Shepard Presentations — a company he founded in 1983?
| Wednesday Nov 26, 2014
Let's get right to the punchline, and then back it up with some facts. Automated personalization and the human touch are complementary, but systems will improve and automated personalization will handle more and more of the personalized interactions with customers. It’s not only because automated personalization is more efficient. Sometimes the results are better when human-to-human psychological baggage is subtracted from the equation.
| Wednesday Nov 26, 2014
Mike Ashe has a philosophy about CRM: “If we’re right more often than we’re wrong then we’re going to beat random.”
By that, he’s referring to the analytics behind his company Mattersight's Predictive Behavioral Routing which “predicts which (customer service) agent is best-suited to handle the next call based on individual customer behavioral data and agent performance data.”
| Monday Nov 24, 2014
You get the website you deserve. Your website instantly tells your customer about your brand and culture.
| Friday Nov 21, 2014
Online business is fast paced and at times chaotic. Before making purchasing decisions, consumers draw from extensive touch points, such as previous experiences, recommendations from peers, personal research and brand marketing. While brands work hard to win customers over with complex marketing strategies and last-minute deals, the customer experience itself can often fade into the background. But businesses that take the time to personalize customer engagement and respond individually to support inquiries can encourage a customer’s trust throughout his or her relationship with the company, which establishes an invaluable connection between brand and consumer.
| Friday Nov 14, 2014
Customers not only expect outstanding support, they deserve it. In this digital age, client inquiries should receive a response within 24 hours. If you fail to do so, chances are your customer is moving onto another company that can.
To provide the quickest, most efficient and most helpful support, a combination of personalized and automated messages promises the best results. The challenge lies in deciding when to take the time, energy and effort to customize a personal response and when to provide a quicker, more efficient automated response.
| Monday Nov 10, 2014
Before moving to Paris, I heard horror stories about how rude the French were and readied my family for the difficulties we would experience. But during my four years there, I came to see the French as the purveyors of the best and worst customer service I ever experienced.
France is a country where customer service is an economic imperative as they claim title to being the most visited country in the world with more than 85 million annual visitors and with tourism representing 10 percent of GDP. The French government has tried several campaigns to promote great customer service to increase tourism.
That's only half the battle. Being the right customer and adjusting expectations is what transformed my customer experience in France, and created new levels of loyalty for me with companies large and small alike.
| Friday Nov 7, 2014
Is it too much to ask a customer service rep to sound human and, more importantly, to treat the person on the other end of the line as a fellow human?
It may sound like a simple request, but too often the forces in the customer service universe can easily undermine an organization’s efforts to deliver an exceptional, personalized experience.
| Thursday Nov 6, 2014
When we think of personalization of service through analytics, the first thought that likely comes to mind is retail applications or consumer goods.
But what about industrial equipment, especially heavy equipment? The way we service big machines is undergoing a renaissance, thanks to the same technology we use to enhance the consumer experience.
| Monday Nov 3, 2014
An essential part of creating a truly integrated and comprehensive SaaS customer support program is developing the capability to provide customers with the type of support experience they need, when they need it. Because of the nature of the SaaS service -- customers constantly interacting with the SaaS provider’s software solution to accomplish often mission-critical and time-sensitive tasks -- the SaaS vendor should be able to provide three types of support: passive, proactive and predictive.
| Monday Nov 3, 2014
Everybody likes to beat up on the airlines for customer service. Bad food was replaced with no food and reclining your seat may get you arrested. And yet it is airlines that have made some of the greatest advancements in customer service. They’ve done so across multiple channels by reducing the friction along the way.
| Monday Nov 3, 2014
People are very bad at telling you what they do or why they do it.
| Monday Oct 27, 2014
As technology vendors respond to a changing marketplace by creating Software-as-a-Service (SaaS) offerings, their relationship to their customers must change. Satisfying customers by creating a great product that garners positive reviews, and soliciting customer feedback for future upgrades simply isn’t enough.
When a company hands over control of its mission-critical software environment to a SaaS provider, the SaaS customer support organization essentially functions as an extension of the customer’s IT department. To take this step, a customer must trust that they will receive the constant, professional and hands-on support they need. Generating this trust requires that the Customer Support team be transparent and always available.
| Thursday Oct 23, 2014
Would you invest in something that has a failure rate of 46 percent? If you've recently acquired a customer relationship management (CRM) system, then whether or not you realize it, that is what you have done.
That 46 percent is the high end of the failure rate range for these systems. At the low-end, there is an "optimistic" 16 percent chance of failure, according to a white paper by C5 Insight, which analyzed the various studies on CRM failure.
C5 Insight itself believes the failure rate is 38 percent.
| Tuesday Oct 21, 2014
As companies evaluate their growth strategies for the New Year, the conversation ultimately comes down to which set of dials to turn. Does the company invest in more sales people, product features or marketing programs?
Companies aspiring to be customer-aligned add a few more dials to the conversation -- what should the chief customer officer be measured on, beef up the customer success team, invest in employee engagement / culture initiatives, innovate their customer engagement strategy, and/or shift from a product-feature-pushing sales model to a services-selling-path?
What all of these dials have in common is that they focus on the customer. Except each dial reflects an organizational silo that is focused on a slice of the customer experience -- none focus on the whole customer. Revenue growth depends on the organization’s ability to understand how to detect, decipher and act on the customers’ perspective of their intent.