Category: Customer Experience

I have a little wooden plaque with those three words on it.
And of course, the answer is often “yes.”
If you’re waiting on an unavoidable delay, then you’re not stalling. If you’re making things better in a way that the customer will notice, then you’re not stalling. If you’re finding that the spaces in between are giving you joy and sustaining you, then you’re not stalling.
But…
If you’re holding back and looking for a reason why, and that reason is replaced by another reason, then… you might be stalling.

This is the Inuit word for “sitting together in the darkness, quietly, waiting for something creative or important to occur.”
Of course, this works.
The only difficult part is doing it. We’re buzzy people, inundated with noise, using it to hide from the important work that’s right in front of us.

The aim of every CX programme, of course, is to add value over the long term – not just following the excitement of a launch or major overhaul. It should enable organisations to gather feedback from stakeholders, to analyse and draw insights about how products and services are judged, and then enable the CX team…
The post Making Change Work appeared first on Customer Experience Magazine.

Digital Customer Experience in Healthcare Industry: Key Statistics https://preview.redd.it/3ggc6p5phd061.png?width=768&format=png&auto=webp&s=80c91ffd8b015892854fac8b21b6b1cf32f74673
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Belief happens when we combine community with emotion. It’s a way for us to see and understand the world, at the same time that we engage with some of the people around us. Belief is a symptom of shared connection, and community makes us human.

Reality, on the other hand, is widely experienced and consistent. Gravity doesn’t care if you believe in it or not, it’s still here. And that jar of jelly beans has the same number of beans in it, no matter how many times we count them.

When belief doesn’t match our experience of reality, stress occurs.

This stress can surprisingly make community stronger. There’s very little community among people who believe that the Earth is a sphere, no meetings or conventions of the round Earth people. That’s because you don’t need belief to know that the Earth is round.

There is a long history of building community cohesion by encouraging members to ignore the facts of the world around them.

The disconnect between what’s out there and the emotions that lead us to believe something that isn’t real can actually make a community tighter. Sometimes, the disconnect between belief and reality is precisely the point. When the disconnect gets really large and the community becomes more insulated, cults arise.

But in our modern age, this stressful disconnect between belief and reality also makes it difficult to spread the word. The outsider may be hesitant to sign up for the stress that belief in non-real things can cause.

As more and more information is just a click away, and as our culture fractures into a long-tail of filter bubbles, the chasms between belief and reality become more profound. But beliefs change, and reality persists, and so the cycles continue.

The “new normal” embodies the idea of a handful of wildly accepted COVID-19 norms – Zoom meetings, remote working, wearing masks in public stores and restaurants, curb-side pickup, and so much more. Personally, I can’t stand to hear the words “new normal” anymore. Why? Other than the term being overused, it has a complacent feeling – as if our business continuity planning is not capable of evolving to new societal trends and consumer behaviors. Quite simply, there is nothing “normal” about the time we are living in. The only constant, oxymoronically, is change. And those who can remain agile by adapting to evolving consumer behavior trends can deliver better customer experiences during the Darwinism of business. Full Article: https://www.customercontactweekdigital.com/customer-experience/articles/is-it-time-to-move-on-from-the-new-normal-of-cx
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As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically.
Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends. Unsurprisingly, technology adoption and customer experience continue to be hot topics — and as the demand for cloud-based software grows to accommodate remote work, call-back technology is steadily gaining popularity.

Just under 50% of respondents indicated they currently use some form of call-back solution in their enterprise contact centers, with UK businesses leading the charge. #CallBacks #ContactCenterClick To Tweet

Earlier this year, Fonolo teamed up with the Ryan Strategic Advisory to gain insights into how the industry utilizes call-back technology. Read on to learn more!
The State of the Contact Center in 2020
Call-back technology is more popular than ever
Our recent survey included responses from over 540 enterprise executives from around the world representing a wide range of industries, including insurance, health care, government, retail, e-commerce, technology, travel/hospitality/leisure, telco, born-digital, and utilities.
Results show that just under 50% of respondents indicated they currently use some form of call-back solution in their enterprise contact centers, with UK businesses leading the charge, followed closely by American and German companies.
As for those respondents who have yet to adopt call-backs, many stated that this technology was appealing because of its ability to generate revenue and provide added value.
4 Contact Center Technologies You Need to Win Over Gen-Z
What you need to know about call-back technology
As you may have gathered by now, call-backs are highly sought after by businesses looking to improve revenue, customer experience, and operational efficiency. Here’s a quick breakdown of how call-back technology can help your business achieve these goals:

Manage high call volumes. Call-backs allow your contact center to defer customer calls to a later time, easing the burden off your agents.

Happier customers. We’re willing to bet that none of your customers enjoy being left on hold. Eliminating the need for waiting makes for higher customer satisfaction!

Improve CX. By providing a call-back, you are also providing a complimentary service to your customers while showing them that you value their time.

Better metrics. Call-back technology directly impacts abandonment rate, CSat, NPS, SLA’s, AHT, ASA, and more.

As a bonus, Fonolo Voice Call-Backs is cloud-based and integrates easily with your existing platform, making it perfect for remote-work scenarios. You can learn more here.
The post Contact Centers Are Using More Call-Backs Than Ever first appeared on Fonolo.

An attitude of entitlement doesn’t increase the chances you’ll get what you want.
And it ruins the joy of the things you do get.
Win or lose, you lose.

Today’s guest post is from my good friend, Chip R. Bell, the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. Chip has just released his latest book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions.
Chip is also a customer service keynote speaker who educates organizations on how to create a customer-centric culture. By offering innovative customer-driven strategies and tactics, Chip has helped many Fortune 100 companies enhance their bottom lines and marketplace reputation.

Customer service professionals spend a lot of energy today on the comfort side of customer service. We even have metrics that calculate the arithmetic of effort. We focus on speed and accuracy of service with yardsticks hardwired to the science of the business. Service providers know exactly how long customers are at the fast-food pickup window, how frequently they call back on the same issue, and how long they window shop on a company’s website.
The “joy” side of the customer’s experience gets far less airtime in the boardroom. The famous poet Maya Angelou wrote, “People will forget what you said and what you did, but people will never forget how you made them feel.”
Calculating Versus Giving Customers Joy
Ah, therein lies the problem. How do you measure a feeling? How do you calculate joy? Is our metric mania preventing our focus on the most essential part of the customer’s encounter?  Which is more important to the success of a marriage, “frequency of taking out the trash” or “sincerity of affection?”  Can you imagine someone saying, “I stopped focusing on showing affection toward my spouse since I could not properly measure it!”
John Steinbeck’s description of a fishing expedition in his book Sea of Cortez puts an insightful finger on the business world’s metric dilemma when it comes to customer affect. Read the passage below and consider what it communicates about the implication of “the metrics of joy:”

The Mexican sierra has 17 plus 15 plus nine spines in the dorsal fin. These can easily be counted. But if the sierra strikes hard on the line so that our hands are burned, if the fish sounds and nearly escapes and finally comes in over the rail, his colors pulsing and his tail beating in the air, a whole new relational externality has come into being—an entity which is more than the sum of the fish plus the fisherman.
The only way to count the spines of the sierra unaffected by this second relational reality is to sit in a laboratory, open an evil-smelling jar, remove a stiff colorless fish from the formalin solution, count the spines and write the truth. There you have recorded a reality which cannot be assailed—probably the least important reality concerning either the fish or yourself.”

Steinbeck’s prose reminds us that no matter how comprehensive and accurate our modern metrics, they will never completely capture the magic and mystery of an engaged and joyful customer relationship.  By focusing too heavily on objective data, tidy calculations, and sterilized reports, we lose touch with the fact that we are putting precious energy on the “least important reality concerning” the customer, the employee, and the organization.
Measurements are important.  But we need to stop trying to “drive a nail with a B flat!” Give your customers sincere joy, even if it cannot be graphed on a PowerPoint slide or calculated for a report.
Happy holidays!

No matter how comprehensive & accurate our modern metrics, they will never completely capture the magic and mystery of an engaged and joyful customer relationship. — @ChipRBell #CXClick To Tweet

About Chip R. Bell
Dr. Chip R. Bell has helped many Fortune 100 companies dramatically enhance their bottom lines and marketplace reputations through innovative customer-centric strategies. He is considered a world-renowned authority on customer loyalty and service innovation. Global Gurus ranked him in 2020 for the sixth straight year in a row in the top three keynote speakers in the world on customer service.
He also has written more than 700 columns for many business journals, magazines, and top blogs. He has appeared live on CNN, CNBC, CBS, Fox Business, Bloomberg TV, ABC, NPR Radio and his work has been featured in Fortune, Businessweek, Forbes, Fast Company, Inc. Magazine, Wall Street Journal, USA Today, CEO Magazine, Money Magazine, and Entrepreneur.

The post Are You Delivering “Comfort and Joy” to Your Customers? appeared first on Customer Bliss.