Category: Customer Experience

In today’s competitive business world, marketing is of paramount importance for any business to thrive. There are numerous marketing strategies that you can use to create brand awareness and promote your product or service. Affiliate marketing is one of these strategies. But what exactly do we mean by affiliate marketing? This is a marketing strategy…
The post Why Running a Smooth Affiliate Programme Involves Customer Satisfaction appeared first on Customer Experience Magazine.

Karamba Casino is among the oldest sites in the iGaming sector, having been around since 2005. The casino offers both casino games and sports betting, catering to the needs of different players on one website.  That said, it is a fully licensed operator, with the Malta Gaming Authority and the United Kingdom Gambling Commission regulating…
The post Karamba Casino – A Customer Experience Case Study appeared first on Customer Experience Magazine.

Customer perception of service is a key component of customer perception.
How well you service and support your customers will distinctly impact how your customers feel about your brand, product, or service.
How to Improve Customer Perception of Your Brand
That said, it’s important to know the difference between customer perception of service, general customer perceptions, and customer satisfaction.
Customer Perception of Service vs. Customer Perceptions
How customers perceive your business is not necessarily the same as how they perceive your service. Customers may perceive you to have a good product but poor service.
Most consumers agree that the service you provide them is as important as the product you make — and it’s become increasingly critical.
Customer Satisfaction vs. Customer Perception of Service
While connected, customer satisfaction and customer perception of service are not the same things. How customers perceive your service will affect their satisfaction with your whole brand.
You can often turn around a poor product experience with excellent customer service. Replacing or refunding the item and doing what you can to right the situation as quickly as possible can save. The impact of customer perception of service on satisfaction is so powerful, it can create your most loyal customers and evangelists.

You can often turn around a poor product experience with excellent customer service. Doing it right can even create your greatest evangelists. #cx #custserv Click To Tweet

It’s also important to note that customers can also be ‘satisfied’ and still perceive your customer service as low quality.
You will most often see this with budget companies: people are willing to accept poor service if they get a significant discount. That also demonstrates how important a factor service is in your pricing.
What determines customer perception of service?
Many things will determine how customers perceive your service, not least their own experiences and personality. You can only do so much to manage customer perceptions, so it’s important to know your levers.
Customer Expectations
Customer expectations are key. You can help to set customer expectations through clear communication and transparency about your product’s capabilities and your ability to deliver service.
How to Measure Customer Perception of Your Brand
Customers will set their own expectations depending on their previous experiences in life. This might mean what their parents told them, other products they’ve bought like yours, and a vast multitude of individual reasons.
Product Offering
Your product offering will also impact how customers perceive your service. Usually, most people don’t expect you to provide a premium service if you make a budget product.

Your product offering and branding will impact customer expectations of your service. Most people don’t expect a premium service for a budget product. #cx #custserv Click To Tweet

That isn’t an excuse for providing no service at all. If your product is broken, you should still replace it. But people are more understanding if it takes a little longer to get a refund.
Service Delivery
Customer expectations are key to customer perception of service, but your service delivery is the defining factor. And it’s also the factor that you have the most control over, and the missing half of the marketing funnel.
It is understood that the service you deliver to your customers will significantly impact your success as a business. The better you treat your customers, the more they’ll trust and support you.
Four Factors that Influence Customer Perception of Service
How customers perceive the quality of your service is determined by five main factors:
1. Reliability
Reliability is how consistently you can serve your customers. To be ‘reliable’, you must commit to a certain standard of service and consistently meet it.
2. Responsiveness
This is your willingness to help your customers and provide a timely service. Whether customers perceive you as responsive will depend on the channel they’re communicating through, how long you keep them waiting, and their issue. Do your best to make customers aware of your service and response times — and don’t keep them waiting too long on the phone.
3. Assurance
Your employee’s product knowledge and courtesy will affect confident — or assured — customers in your ability to provide service. Your agents’ ability to inspire trust and confidence — and get results — is determined by how empowered and accountable they are.
How Can Employees Affect Customer Perception?
Train your team well and empower them to do their jobs, and your customers will be assured of your services.
4. Empathy
Real empathy is ever-more essential, as we found in our contact center trends report. But a company doesn’t just ‘have’ compassion. Empathy for your customers is something you must demonstrate every day.
It’s something you must nurture. It starts with your values and goes all the way down to how you train your employees and who you hire.
Customer Perception of Service is Key to Customer Satisfaction
How customers perceive your service will determine how satisfied they are with your service. Unfortunately, it doesn’t work in reverse. Previous customer satisfaction may buy you some goodwill in future interactions. But if customers think you’ve maintained that good service, they won’t stay satisfied longThe post Blog first appeared on Fonolo.

Chestnut brand canoes dominated the Canadian wilderness for years. One reason is that they were shaped with a tumblehome. If you leaned the boat over, the boat leaned back, providing stability. The more you leaned, the harder the boat worked to stay upright.
This is the resilience that leads to stability, not brittleness. It is the hallmark of a system that is aware of the forces on it and responds with just enough to keep things steady over time.
Tumblehome provides support, but it also requires ongoing effort, care and focus to keep a system functioning. The tumblehome doesn’t take care of itself.
Every existing system persists because it has a sort of tumblehome. And if you want to understand a system, it helps to see where the tumblehome lies.

Just joined a company as a CX analyst. Pretty stoked to get in and make headway on a lot of launches. Anyone have experience with being a client of Gartner? Assuming there are probably Gartner AEs in this sub. Looking for anecdotal third party opinion if anyone is willing to share.
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Ultra-Modern Contact Center Unifies Enterprise Customer Data with Oracle Cloud CX Service for a Single Source of Truth and more Intelligent Customer Experience
SAN FRANCISCO, CA – January 06, 2021 09:00 AM Eastern Standard Time – UJET Inc.
The world’s first and only CCaaS 3.0 cloud contact center, and a member of the Oracle PartnerNetwork (OPN), today announced its integration with Oracle Cloud CX Service and its availability on Oracle Cloud Marketplace. Oracle Cloud Marketplace is a centralized repository of enterprise applications offered by Oracle and Oracle partners.
With UJET’s next-generation capabilities connected through the Oracle Cloud CX Service, businesses can modernize customer and user experiences through:

Unified CCaaS and CRM data that blends historical records with real-time insights and contextual awareness. With a unified data set, agents can deliver more natural, personalized interactions and experiences.
Embeddable in-app and mobile support that leverages smartphone biometrics, user authentication, and real-time multimedia sharing that creates a more cohesive customer journey. With access to rich visual and contextual information, agents can better facilitate more intelligent and personalized interactions with customers.
Significantly reduced handle times and post-call work for agents through real-time data exchanges that enable automatic CRM record updates.
Eliminating the redundant storage of customer PII, call records, and more, while maintaining an enterprise-grade security posture that can help solve for complex compliance regulations and data residency issues.

Oracle Cloud Marketplace is a one-stop-shop for Oracle customers seeking trusted business applications offering unique business solutions, including ones that extend Oracle Cloud Applications. Oracle Cloud is an enterprise cloud that delivers massive, non-variable performance and next-generation security across a comprehensive portfolio of services including SaaS, application development, application hosting, and business analytics. Customers get access to leading compute, storage, data management, security, integration, HPC, artificial intelligence (AI), and Blockchain services to augment and modernize their critical workloads. Oracle Cloud runs Oracle Autonomous Database, the industry’s first and only self-driving database.
“Customer experience has become the cornerstone of enterprise digital transformation strategies. But the single greatest barrier to delivering modern, intelligent experiences across marketing, sales, and support is achieving a holistic, unified view of your customer data,” said Vasili Triant, Chief Operating Officer, UJET. “Our platform was purpose-built to solve this problem, in concert with the existing enterprise system of record. UJET’s participation in the Oracle Cloud Marketplace further extends our commitment to the Oracle community and enables customers to easily reap the benefits of our ultra-modern cloud contact center solution. We look forward to leveraging the power of the Oracle Cloud to help us achieve our business goals.”
To learn more about UJET’s integration with Oracle Cloud CX Service and to request a personalized demo, please visit: https://ujet.co/request-a-demo/
About UJET
UJET is the world’s first and only cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers. Offering unsurpassed resiliency and the flexibility to deploy across leading public cloud infrastructures, UJET powers the world’s largest elastic CCaaS tenant at up to 22,000 agents globally, and is trusted by innovative, customer-centric enterprises like Instacart, Turo, Wag!, and Atom Tickets to intelligently orchestrate predictive, contextual, conversational customer experiences.
Learn more at www.ujet.cx.
About Oracle PartnerNetwork
Oracle PartnerNetwork (OPN) is Oracle’s partner program designed to enable partners accelerate the transition to the cloud and drive superior business performance outcomes. The OPN program allows partners to engage with Oracle through track(s) aligned to how they go to market: Cloud Build for partners that provide their products or services built on or integration with Oracle Cloud; Cloud Sell for partners that resell Oracle Cloud technology; Cloud Service for partners that implement, deploy, and manage Oracle Cloud Services; and License & Hardware for partners that build, service, or sell Oracle software licenses or hardware products. Customers can expedite their business objectives with OPN partners who have achieved Expertise in a product family or cloud service. To learn more visit: http://www.oracle.com/partnernetwork
Media ContactsHolly Barkerholly@ujet.co
Chad TorbinSpeakeasy Strategiesujet@speakeasystrategies.com
The post UJET CCaaS Cloud Contact Center Now Available on Oracle Cloud Marketplace appeared first on UJET.

UK and US consumers are starting to recognise the benefits that AI can have for their shopping experiences. But while 74 per cent of UK and 71 per cent of US consumers can recognise one benefit AI presents, such as detecting fraud or making shopping easier, only 44 per cent recognise each of the key…
The post Exclusive research: Understanding the lesser-known benefits of AI appeared first on Customer Experience Magazine.

What’s the point of sorting the silverware when you empty the dishwasher–why not simply put all of it in the drawer in a random order, and then pick out the cutlery you need when you need it? It’s the same amount of sorting, after all.
We intuitively understand the reason. If you take a minute to sort the forks, knives and spoons all at once, you won’t have to spend ten seconds every single time you want to find a fork.
The cost of changing gears is higher than we give it credit for. The web has persuaded us that everything is miscellaneous, that sorting things carefully and keeping them where they belong is a waste of time–because we can simply find them when we need them.
But switching to ‘find mode’ breaks our rhythm and eliminates the useful serendipity that happens when the right things are near each other, right where we expect them to be.

Personalized customer experiences are now at the center of all marketing initiatives. Brands are competing on customer experience and a recent Gartner survey shows that 81% of marketing leaders say they expect to be competing mostly or completely on the basis of customer experience. Consumers prefer to do business with brands that offer engaging and personalized experiences. Full article: https://www.business2community.com/customer-experience/personalization-and-customer-experience-strategies-for-success-02330244
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Part 1: Measuring Your Success  Just when we thought we could see the light at the end of the dark and scary Coronavirus tunnel, the goal posts have been shifted again with the implementation of another national lockdown. With morale low and tempers high, customer experience is more important than ever to consumers and it’s…
The post Gaining and Retaining Customers in 2021 appeared first on Customer Experience Magazine.