Execs In The Know- A Global Network of Customer Experience Professionals

Tag Archives: CR Summit Phoenix

Digital Disruption And The Customer Experience

The following is a guest blog written by Amit Shankardass, EVP Marketing at Teleperformance. Learn more about Teleperformance by visiting their website.

Digital disruption is on many corporate agendas right now, but what is it? Put simply, it’s when an idea or technological process changes the way that things are done. If the change is radical enough it can affect companies and even entire industries. Think of how Kodak once led the market for photographic film, yet didn’t see how digital photographs would change their industry.

Digital disruption divides opinion in the boardroom. Some leaders see the opportunity and some see only threats. The very concept of your entire business model being challenged by disruptive market entrants can lead to decision paralysis because no strategies or options appear to be right.

However, if you plan well and create a vision to manage digital disruption it can be exciting and empowering in the way it can reshape your business. Digital disruption often creates opportunities for companies to engage in a deeper and more meaningful way with their customers.

It’s important to appreciate that in the 21st century business environment it is often your customer that dictates the rate of change – consumer technologies have created enterprise disruption. The growth of multichannel communication between customers and brands is a great example that shows just how quickly customer expectations changed. Any customer who asks a brand a question using Twitter or Facebook today will feel ignored if they don’t get a prompt answer, but a few years ago most brands were still ignoring social networks and expecting customers to call a dedicated customer support phone number.

This is an important dynamic that all executives should appreciate – you can no longer plan your customer engagement strategy entirely in the boardroom. You just need to be flexible enough to adapt to what your customers want. I believe there are a few key areas that all executives need to be thinking of if they want to stay on top of digital disruption: Continue reading

The Digital Strategy Sit Rep

The following is a guest blog written by Reagan Miller, Vice President of Chat Agent Services at [24]7. Learn more about [24]7 by visiting their website.

I was never an actual member of the armed forces, but my Father was a Lt. Colonel in the Army, so I was “sort of” in the Army too; let’s just say that by the age of 3, in knew what the words “attention” and “at ease” meant. Among the many colorful words and acronyms I needed to understand in order to survive, there was one in particular that proved to be highly valuable, it was “sit rep”. No, that’s not a description of an ab work out, it’s short for Situational Report. When my Dad asked for a sit rep, it meant I needed to state my objective, observe my surroundings, assess my location, determine my operational status, assess any threats, determine a recommended course of action, and communicate all of this as accurately and concisely as possible to my commander. This was particularly useful for a 3 year old when crossing the street.

But the idea of the sit rep is also useful for the savvy business person. In fact it’s something we do rather instinctively, although we sometimes do not deploy a disciplined approach to the task, and for my military Dad, that’s just not up to spec (specifications for you non-military types) and is likely to leave us with a “soup-sandwich”.

So how does all of this relate to my organization’s digital interaction strategy? Well, let’s take a moment and “sit rep” it. Before you start to conduct such an analysis, you’ll need a way to gauge your surroundings and look into the future, and for this purpose I’d like to propose a Digital Channels Maturity Framework.

Using this framework you can:

– understand the current consumer digital interactions landscape

– assess your current state relative to a defined maturity model

– gain insight into what the future holds for digital channels and how you can adapt, or perhaps lead among your competitors

– develop a forward looking capability roadmap

– build a business plan for future investment

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Seven Ways To Ensure Your Customers Actually Use Your Self-Service System

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Author: Cyndy Edwards, Senior Consultant, COPC Inc. Learn more about COPC Inc. at http://www.copc.com.

Today’s customer fully embraces technology and expects companies to do the same. This is especially true when it comes to providing customer service. Customers are still calling into the contact center to resolve many issues. However, two-thirds of consumers surveyed by Execs In The Know and COPC Inc. utilize multiple channels, including self-service options.

The use of multiple channels is not the whole story. Customers expect an effortless and seamless experience throughout their journey with your organization, with a convenient path to issue resolution. This means that customer engagement must be connected and relevant between your assisted and unassisted (or self-service) channels.

A key component of your self-service channel is having an effective knowledgebase, or the online library that stores and delivers your customer care content. Yes, your self-service program relies on technology to deliver information to your customers. But it is the content, organization, and search functionality within your knowledgebase that will make your self-service program a useful and reliable part of your omnichannel engagement.

Here are seven ways to design, build and maintain a knowledgebase that will meet expectations during any part of the customer journey:

1) Start by establishing a knowledgebase strategy.

If the goal of your knowledgebase is to answer customer questions and help resolve their issues, then you need to make sure you understand your customers’ needs. You can get this information by documenting questions that customers are asking when you are monitoring calls, emails or chats. Make sure to capture questions that customers escalate to Tier 2.

Also, structure your knowledgebase with “simple” in mind. Stick to fewer generalized categories so customers are not confused. Over time as more content is added, there may be opportunities to add section headings or categories. These will become clear as they are needed, so be prepared to grow your knowledgebase organically. Continue reading

Mobile Customer Support and Engagement – Where to Start?

The following is a guest blog written by Jill Soley, VP Marketing at Freshdesk. Learn more about Freshdesk by visiting their website.

Today, our customers have everything they need to communicate in the palm of their hand. Mobile brings about a unique and powerful convergence of communication channels — voice, email, chat, social, SMS — in one very portable device. This has a profound impact on how our customers communicate with each other, with the world, and with brands. It creates new challenges for brands to adjust to the protocols, cadence and sheer scale for customer support.

We’ve learned, in the digital age, that it’s no longer enough to publish a toll free number and staff a call center during business hours to provide for the needs of our customers. There are many new communication channels we’ve had to embrace and new skills we’ve had to learn to provide for the needs of our customers, in a social, mobile, 24×7 global marketplace.

At Freshdesk, we look at customer engagement through the lens of what we call The Great Pyramid of Customer Support.

Freshdesk Support Pyamid

This framework, based on Maslow’s Hierarchy of Needs, provides a structure to help organizations assess their support capabilities and determine what to prioritize. It can be particularly useful for determining how to address a new channel. Here we will apply it to mobile support and engagement: Continue reading

Data Can Be Your Customer Experience MVP

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This is a guest blog written by Dan Gordon, SVP Strategy & Development, West Interactive Services. Learn more about West on their website

You’re gearing up for Super Bowl 50 this weekend, right? Imagine if you were settling in with your Best Buds (“King of Beers,” pun definitely intended) and discovered that it was aired via Pay-Per-View (PPV)…

Okay, don’t fret—this isn’t the case—but there are plenty of big TV events that are PPV-only throughout the year.

One leading cable/satellite company seized the opportunity for PPV viewership using proactive communications to promote an Ultimate Fighting Championship (UFC) event that would likely pique the interest of many subscribers.

It worked.

This client’s goal was to increase self-service to improve the customer experience – and capitalize on automation to increase revenue. Our expert data analysts helped them achieve both by drawing parallels between customers’ behaviors and their likelihood to purchase UFC PPV fights. Informed by that data, subscribers received proactive notifications two days prior to the event that gave them the option to purchase the fight right then and there.   Continue reading

Execs In The Know and COPC Inc. Release the Executive Summary for the 2015 Corporate Edition of the Customer Experience Management Benchmark Series

Insights from Over 70 Brands, Including AT&T, Sony, Ford Motor Company and TXU Energy, Show An Ongoing Disconnect Between Consumers and Companies In Meeting Customer Care Expectations

PHOENIX, AZ and WINTER PARK, FL — January 22,  2016 – Execs In The Know, a global network of customer management professionals, and COPC Inc., a leader in customer experience operations, have announced an Executive Summary release for the 2015 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series.

The 2015 Corporate Edition is the seventh report in the CXMB Series and extends trend lines revealed in past editions, including specific data comparisons with the 2015 Consumer Edition.

“While the gulf between corporate and consumer perception has narrowed, the divide shows us that there’s still work to be done,” said Chad McDaniel, President and CEO of Execs In The Know. “The strength of our reports lie not only in the data points that trend year-over-year, but also in the direct comparison between the corporate and consumer perspective. We hope that the information can be used to assist corporations in identifying, prioritizing, and addressing the needs, wants and expectations of their consumers.”

The complete Corporate Edition of the CXMB survey will be released at the Execs In The Know Customer Response Summit Phoenix, February 23-25, 2016. COPC Inc. will lead a panel of executives who will explore the findings of the report in greater detail. Continue reading