The time of savvy social users is no longer a question of when you were born. It’s not about being a millennial or having access to a computer. The mandatory possession and use of smart phones and tablets keep us connected. Social media is now truly becoming a widely accepted communication channel to communicate to brands, and have a voice to influence and to be influenced by others. It’s no longer the language of the youth. What are you doing about it? More…
24-7 Intouch to Share Best Practices in Customer Experience Excellence at 10th Anniversary of Frost & Sullivan, CCEAST
WINNIPEG, Manitoba. April 3, 2014 – Matt Wheatley, Director, Customer Experience at 24-7 Intouch, will be speaking at Frost & Sullivan’s Customer Contact 2014, East. The 10th Anniversary of CCEAST will take place April 6-9, 2014 at the Marriott Marco Island Beach Resort, in Marco Island, Florida.
Wheatley will be sharing, “Knowledge Management for Customer Experience Excellence,” on Tuesday, April 8 at 4:30 P.M. The interactive, best practice session will examine the importance of a well-designed knowledge management system to drive first contact resolution, provide actionable insights, and an exceptional customer experience.
The 22nd Winter Olympics opened Friday, February 7, 2014 in Sochi, Russia. This year’s games features 2,900 athletes from 87 countries. Forty thousand people had the opportunity to watch the Opening Ceremony live, while 31.7 million watched the time delayed coverage in the U.S.A. on NBC alone. Millions more around the world will tune in over the course of the next two weeks to cheer on the athletes representing their home countries. This is an exciting time! For any country involved, the Olympics evoke a deep sense of pride for those competing or watching. It truly is a display of the best of the best athletes in winter sports, either working together on a team, or finding a way by themselves, to achieve their ultimate goals.
This theme of working to be the best you can be to achieve your goals is one that also resonated from last week’s Customer Response Summit in San Diego. The event, hosted by Execs in the Know, ran February 3rd to 5th and had over 200 attendees and top keynote speakers from brands like Nintendo, Sony, and Porsche. The interactive, thought-provoking show focused on themes such as using VoC data, customer mapping, mobile, multichannel, and omnichannel, but above all – how to prepare for the customer of the future. More…
Customer surveys are meant to be a measure of the Voice of the Customer (VoC). If executed correctly, they can validate the things you are doing well, and expose areas for improvement. Surveys can be a valuable tool in measuring customer satisfaction, however, as the number of channels continue to grow, it is important to constantly evolve your customer survey to gather the right information.
In order to meet this challenge, there are some key steps that you can take to ensure you are gathering the data that will give the clearest view of your customers.
Identify Your Goals
Identifying your goals and what you hope to achieve with the information you are gathering is essential in determining how to form your survey and what questions you will need to ask. Think about what information is important in making strategic decisions that will impact customer service and sales. Identify your key operational metrics, taking into account the metrics that are vital to the performance of your program. Additionally, focus on the data that is going to be most important to you in gauging the health of your program. Remember, surveys are not one size fits all, and what works for you may be completely different than what works for your competitor.
Our Customer Experience Leaders got together to discuss how to deal with some of the stress that can be felt during the holiday season.
1. Everyone’s Busy
Providing customer service during the holidays can be demanding because it’s a busy time of year, but remember that your customers are busy too. Help your customers as quickly and professionally as possible to ensure you both have more time to enjoy the holidays.
2. Frustrated Customers
The holidays can be stressful and can lead to frustrated customers. Let your customers vent their frustrations and once you understand the root of the problem you can help resolve it. Turning a frustrated customer into a happy customer brightens your holidays and theirs!
3. Set Realistic Expectations
The holiday season affects timelines and customers will be more likely to understand this if the proper expectations are set. Remember – if you don’t know the answer to something, don’t guess; ask someone who knows.
4. Everyone’s Different
Not everyone celebrates the same holidays so keep this in mind when talking to customers.
5. Remember Your Fundamentals
Remember that a nice tone, good listening skills, empathy, and offering viable resolutions is great customer service all year round!
Customer service is one of the most important components of any business. The individual service transactions combine together to create an overall customer experience, one in which, if executed correctly, will lead to an increase in customer satisfaction. This could lead to growth opportunities and expansion. However, it could also lead to problems and inflated costs if you don’t take a moment to develop your global customer care strategy.
A few of our Operations Leaders, Samantha Boots, Teri Miller, Steve Muise, and Scott Petersmeyer, have put together their top considerations when thinking about customer care on a global scale.
Snow is falling and temperatures chilling in the Northern Hemisphere and for most, it finally feels like winter has arrived. Christmas will be here before we know it. Online sales are expected to rise to a staggering $82 billion in November and December of this year (Forrester). While the holidays are a time for family, celebrations, decorations, and often too much food, it can also be a time of high emotions, frustration, and last minute shopping. Fifty percent of consumers feel that customer service is worse during the holidays than at any other time of the year (Burst Media). Life is full of surprises and setbacks, but don’t let your customer service be one during the holidays.
Here are eight focus points to help you stay cool and collected this holiday season.
1 ) Staff
Look at the stats from past holiday seasons and high traffic times. Were you properly staffed to handle the contact volume? What could have improved service levels? Were calls being routed and prioritized in the right way? By inspecting data from the past and forecasting for the current holiday season, you will have the right number of people ready to interact with customers.
2 ) Train
Not only will any new staff members need to be trained, but there may be certain components of your holiday plan to review with the entire team. Making sure everyone is on the same page and armed with all of the information and tools they need to be successful, well in advance of holiday season, will save you from having headaches down the road.