Category: Customer Experience

When we go around the room and have each person introduce themselves, we’re burning time, attention and trust. 40 people: 45 minutes, gone. Worse—the person who goes first spends 43 minutes daydreaming, and the person who goes last spends 44 minutes worrying about what to say.

When we read our powerpoint slides to the audience, we’re sabotaging our message and wasting the attention that we’ve been granted.

When a school fritters away live classroom time requiring lectures instead of answering questions, they’re squandering precious real-time engagement. It’s far more productive to assign the lecture on video to be done at the student’s own pace.

When a conference organizer (remember conferences?) has people wait in a long line to check in instead of using a web-driven smartphone system, they’ve burned a million dollars in time and travel expenses.

One of the little-seen benefits of a networked world is that we’ve re-configured what needs to be done in a queue and what can be done in parallel.

The simple rule is: If this can be done on multiple tracks, at our own pace, it should be. If it creates a benefit when we all do it together, then let’s.

People have already decided that they’d rather watch a movie at home. But people who love the theater can’t wait to get back to it. That’s because only one of them is better together, in real time.

It’s much easier to demonstrate power (and to get a quick result) if we simply demand that people do it when we say. But the effort in creating a platform for interaction, attention and growth pays off.

We’re not just respecting people’s time. We’re respecting their voice and their passion.

Synchronized, real-time interaction is precious. It creates magic. We shouldn’t waste it on bureaucracy or displays of false control–it’s better saved for moments of connection and possibility.

Syncretism is the act of integrating new cultural ideas into the ones that already exist.
It’s very common in the evolution of religious practice. Instead of ‘this’ or ‘that’, the answer might be ‘both’.
Sometimes, we’re so eager to fight off a new idea (to protect an old one) that we miss an opportunity to imagine how our world could go forward instead.
It’s much easier to be unequivocal. It’s also not that productive.
It’s possible to be in favor of something without being against something else.

Unlike most of the sciences, astronomy is always done at a distance. You can see the stars, but you can’t do anything about them.

Sometimes the media would like us to believe that we’re all astronomers, simply passive witnesses in a world out of our control.

But the world is never out of our influence.

Remembrance, connection, possibility, invention, empathy, insight, correction, care and justice are all up to us.

We not only observe, but we make changes happen. Our participation (or apathy) leads to a different future.

The ocean is made of drops. And the drops are up to us. Who else is going to care enough to make an impact?

Since its humble beginnings in 1887, the family-run business Stannah has become a world leader in manufacturing and selling stairlifts. The traditional sales process has always been central to its success. Face-to-face communication with clients and their families was at the core of every employee action, offering support and guidance when most needed. However, when…
The post Bringing humanity and technology together appeared first on Customer Experience Magazine.

Digital typography always looks crisp. The words on our screen seem official, because they’re not the victim of sloppy or rushed handwriting.

But sometimes, we might be better off with a little less crispness.

Malka Older points out that polling data and predictions would probably be better understood if the graphs and charts were intentionally fuzzy. The less sure we are of the prediction, the fuzzier it ought to be.

For example:

The weather next Saturday is going to be crisp and clear, with no chance of rain.

becomes

And if it’s something we’re quite unsure about, better to set it like this:

The fact that we have to squint a little bit is far more effective than adding a disclaimer about our margin of error. If you’re not willing to make it fuzzy, it might be better to not say it.

When people know about currency trading, the first thing they know is the shorter timeframe. This is considered as the window through which people can make decisions about the market. Although there are longer timeframes available, investors prefer to spend less time on the market. They begin to make their decisions by using this timeframe…
The post Never make decisions from the short timeframe appeared first on Customer Experience Magazine.

Hi guys, I’m a marketing and comms professional and am interviewing with a tech company for their newly set up CX design thinking studio (they are replicating IBM’s Garage). As someone who doesn’t come from a CX/tech background, any tips on how I could nail the interview? P.s- A little about the role: They want someone to singlehandedly strategize and execute internal and external marketing initiatives, and further down the line manage the design studio overall as the lead facilitator.
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As a call center leader, you have one main goal — to grow your long-term customer base. To do that, you need to keep your customers happy.
Call center performance is heavily weighed on customer satisfaction; so, the importance of a customer service strategy is undeniable.

READ THE FULL GUIDE:
Creating a Customer Service Strategy That Drives Business Growth
(It’s 100% free, we promise.)

Customer service: then vs. now.
Customer expectations change, especially over a long period of time. Call centers must monitor customer interactions, analyze customer data, and actually read the results of customer satisfaction surveys to improve customer loyalty and retention.
Gone are the days where a cheap product or service was enough to keep a customer happy. Today, you can’t risk the aftermath of poor customer service. To come back from one negative customer interaction, you need to have 12 more positive ones. And, a dissatisfied customer is twice as likely to tell people about their one bad experience than about their good experiences.
You’ll increase customer loyalty with strong customer service; in fact, customer support is now considered a growth driver by leading enterprises.

DID YOU KNOW?
A dissatisfied customer is twice as likely to tell people about their one bad experience than about their good experiences?

Set your customer service goals.
Clear, actionable goals are essential for any call center customer service strategy. As mentioned earlier, your main, overarching goal is to keep customers happy and loyal. To get there, you need more specific goals. When thinking about goals, ask yourself questions about your operations, like:

Are my call center agents responsive? Happy? Engaged?
Are my operations meeting the company budget? Are costs consistently over budget?
Are agents equipped with the right knowledge and tools to support our customers?

Answer these questions to get a better idea about what you want your call center to achieve. Use your goals to inform which KPIs you use and how you analyze them.
How to analyze your call center data.
Call center metrics offer unique insight into the progress of your customer service strategy. Take an exploratory lens to data analysis and setting metrics to see what’s worked well and what hasn’t.
To start, study your customers to understand their preferences. Listen to what they need, ask them for feedback, and give them the option to chat over the phone or through email or live chat. Knowing your customers is a good first step to satisfy them.
Another prominent component of call center data is KPIs (key performance indicators). First-call resolution, average handle time, abandonment rate, and customer satisfaction scores are all popular metrics that measure performance, and in turn, customer satisfaction. If you notice some KPIs are lower than the benchmark, implement that into your customer service strategy.
Build a dream team.
The right team members make all the difference when it comes to customer service. Before you even think of customer service strategies, you need to hire staff – agents and management – that share your company values.
More people are quitting now more than ever, which makes hiring the right people critical. On top of that, call centers are notorious for high agent turnover, which will make 2022 a tough year for HR.
When looking for talent, make sure you:

Define company values clearly in the interview process.
Include company culture questions in the interview to assess fit.
Provide benefits and opportunities for growth.
Deliver impeccable training and onboarding once you hire someone.

Agent engagement is becoming a key metric for customer service – take care of your agents so that you can take care of your customers.
Choose the right call center technology.
Once you have clear, actionable goals and an understanding of your call center’s performance, leverage technology to improve your customer service.
Visual IVR, conversation scheduling, voice call-backs, and other call center technologies can improve metrics and increase customer satisfaction ratings.

READ THE FULL GUIDE:
Creating a Customer Service Strategy That Drives Business Growth
(It’s 100% free, we promise.)
The post Blog first appeared on Fonolo.

Data-driven marketing has quickly become the hallmark of success for high-growth companies across the globe. The process of collecting, and interpreting large quantities of information, offers organisations an in-depth insight into the performance of sales and advertising activities. Moreover, this approach to tracking and measuring success can generate an average of 5-8x return on investment…
The post Essential tips for effective data-driven marketing appeared first on Customer Experience Magazine.

The pandemic has taught us what matters most in connecting with consumers. People want to experience empathy — being listened to, heard and understood by someone who takes the time to get to the heart of their issue — more than anything else. In the customer service space, this means knowing each customer, understanding their needs and preferences, and transferring their context across channels so they don’t have repeat themselves. It’s knowing which type of interaction serves customers best in each moment — whether it’s through a human or a bot. And it means giving customers what they need, before they even know they need it. This isn’t to say speed no longer matters. It absolutely does, but not at the expense of an empathetic experience. Source: https://www.genesys.com/blog/post/customer-experience-defines-brand-success-for-consumers-today
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