Steady state and the trigger for change
If, every time there’s a dish in the sink, you load and run the dishwasher and scrub the entire kitchen, you’re never going to get anything else done. On the other hand, if you wait until the sink is overflowing and the kitchen is filthy before you work on it, you’re going to spend a […]
4 Tips for Effective Skills-Based Call Routing
Skills-based call routing sounds super technical! While there is a tech side
The post 4 Tips for Effective Skills-Based Call Routing first appeared on Fonolo.
Front of house/back of house
What do the dishwashers eat for lunch? What’s the user experience of accounts payable for that big tech company? How does the head of sales treat the receptionist? If it’s good enough for your customers, it should be good enough for your team, your vendors and your friends. And vice versa. The key is this: […]
Is your issue resolution process similar to this flowchart?
Friends, sharing this Issue resolution flowchart across Tier1, Tier2 Support through Engineering and QA. Is this close or far away from the process at your organization? Let me know your thoughts.
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The key elements of customer experience
When entrepreneurs talk about their CX strategy, they often refer to the experience in customer services — i.e. sales and support. Just a few years ago, this may have worked. But not now. Today, the flawless CX design must be factored into every business process from day one. And here’s why.
Modern consumers are different. They attribute value to an omnichannel customer experience. It means they look for consistent brand identity, utility, and personalization everywhere — on your website, store, social media, and even a chat — as well as across every business function from sales to logistics to marketing. New-gen customers expect you to deliver exactly what they like, want, or need in a way that is convenient for them. Companies that understand those expectations will ride high. But if you haven’t embraced the change yet, you risk going obsolete and losing your clients to more flexible competitors.
In order to drive customer-centric transformation throughout the entire company, you need to keep 3 CX commandments:
CX Thinking + Technology Adoption + Agile Culture
- CX Thinking
You must adopt the CX philosophy company-wide. It means you have to understand your customer and demonstrate empathy in everything you do.
Mastering CX thinking will help you shift the focus from chasing solely business gains to achieving outcomes that are mutually beneficial and satisfying to you and your customer. This is a proven formula for sustainable growth.
- Technology Adoption
Modern customers are more connected, that’s why digital-first interaction is an important determinant of a good customer experience for them. They expect your business to be available 24 hours a day, every day, across all channels. You can’t achieve it without technology backing. It helps optimize the entire end-to-end experience, while also doing it at scale, on any medium, and in real-time.
At the very least, you need to have a digital platform with a variety of integrated services like product management, customer management, billing, payment, etc. But in order to deliver a truly exceptional personalized customer experience, you also need to embrace analytics for a single view of the customer journey across channels, as well as have a tech stack that can enhance every interaction on the customer experience map.
- Agile Culture
Customer behavior is dynamic. It is largely shaped by constantly evolving innovations. Some of the changes are here to stay for years to come, while others will undergo further transformations.
The old-school approach won’t work here. The modern business environment calls for highly agile practices. It is critical for companies to be ready for iterating or pivoting when working on customer experience design.
Once the team comes up with a new solution for improving the customer experience, it must quickly be prototyped and tested with real users in order to get first-hand feedback. This gives you a contextual understanding of customer interactions and points to the weak links in your CX strategy.
Simply put, the agile culture helps you experiment fast, measure the results fast, and learn fast.
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The reality of vulnerability within CX
Sarah’s story I, and other members of the local community occasionally assist at our local food bank. The food bank provides emergency food and support to community members in need, like Sarah. Prior to her recent divorce, she and her partner lived off a modest joint income. Her husband’s income represented over 65% of the…
The post The reality of vulnerability within CX appeared first on Customer Experience Magazine.
Lost calls: the ultimate guide to monitoring, preventing, and learning from them
Lost calls refer to a call a customer makes that fails to reach an advisor at the other end. There are different types of these that occur for a plethora of reasons. But ultimately, they are all logged as lost calls. The rate of these should, ideally, lay between 5 and 8 percent per company….
The post Lost calls: the ultimate guide to monitoring, preventing, and learning from them appeared first on Customer Experience Magazine.
Stories from the airport: the post-Covid flying experience
Travelling over the past three years have become an emotionally charged and uncertain experience. Have our feelings towards airports changed? I decided to ask two groups of people to help me understand the current travel disruption: CX professionals working for airline companies, and frequent passengers. These testimonials are from those who once loved to travel,…
The post Stories from the airport: the post-Covid flying experience appeared first on Customer Experience Magazine.
“What’s on tonight?”
This common question no longer means anything. Every TV show is on. All the time. Our record collection streams every record ever recorded. And our readers can find and display just about any book we can name. We haven’t thought about the impacts of this abundance nearly as much as it deserves. Live matters less, […]