Category: Customer Experience

Hi guys, im just curious, are there any good reading resource materials about CX in Banking industry out there? non-gated ones if possible but otherwise I’m open for suggestions. submitted by /u/pupunggi [link] [comments]

It used to be well lit. Apply to a famous institution, get picked. Get the agent of an agent or A&R person. Get picked. Get good grades… get picked.

Now, many of the “pickers” have little influence or power.

Instead of the reassurance that comes from someone else telling us what to do and then rewarding us when we comply, we each have the chance to show up and contribute. And, if we can, do it again.

It seems crowded and chaotic and uncertain.

And then we get to do it again.

Growing our impact or profit usually involves maximizing something that’s valuable. And things that are valuable are often scarce.

Finding the one thing that is at the heart of your value/scarcity matrix makes it much easier to focus your energy on strategic decisions.

If you own a single store, you need to maximize the profit per square foot. Everything in your growth journey revolves around this.

On the other hand, Subway didn’t care about that at all, and instead focused on having as many sandwich franchises as they could. The resource they scaled was their franchise model.

If you own a factory, the slowest, busiest part of your assembly line is the critical path that has to be identified and optimized.

If you are a music teacher with 30 hours to spend with students a week, your growth is going to be about using each of those hours to maximum effectiveness (perhaps with more engaged students, or in developing digital assets or investing those 30 hours more carefully or profitably).

If you have a brand that consumers trust, you might be able to scale it by offering other products with that same brand name.

If you have a strong relationship with Target or Wal-Mart, you can scale that by bringing in new varieties to gain more shelf space. That’s why successful record labels got more successful by signing more artists. Studio time is easy to scale, access to DJs and rack jobbers, not so much.

If you have a permission relationship with 1,000 great customers, you can maximize the value (to them and to you) of each interaction you have.

And if you’re seeking to change the culture, you could focus on how to get your one precious and scarce agenda to become a movement.

Customer experience (CX) is defined by interactions between a customer and an organization throughout their business relationship. Interaction can include awareness, discovery, cultivation, advocacy, purchases, and service. Customer experience is an integral part of Customer Relationship Management (CRM) and the reason why it’s important is that a customer who has a positive experience with a business is more likely to become a repeat and loyal customer. 7 ways to improve the customer experience 1. Create a clear customer experience vision 2. Understand who your customers are 3. Create an emotional connection with your customers 4. Capture customer feedback in real time 5. Use a quality framework for the development of your team 6. Act upon regular employee feedback 7. Measure the ROI from delivering the great customer experience If you wish to develop a great CX for your business then CXDeployer maybe the best tool out there for you. CXDeployer is a cloud-based all-in-one solution that enables design thinking professionals to deploy, and transform the customer experience by creating, sharing and presenting the persona map, empathy map, business model canvas, customer journey map, ideation and execution management of the best idea. submitted by /u/Interesting-Major832 [link] [comments]

You usually succeed

You rarely feel like an imposter

You already know what you need to know

You’re confident it’s going to work

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at the retail industry’s comeback, new research into the issues of PSD2 regulations, how the cost-of-living crisis is threatening hospitality and the WFH model, and Unilever’s newest partnership.  Key news UK inflation has hit 10.1% – the highest rate in…
The post This week in CX: Twilio, M-Cube, and Unilever appeared first on Customer Experience Magazine.

Current environmental limitations and saturation in technological innovation has made it easier to create a psychological moon shot in the minds of the customer than what is actually needed in society with a bonus of a lower carbon footprint, where customers feel they getting more for less but is this easier said than done? Watch video here: https://www.youtube.com/watch?v=r5a7DRtbEZ4&t=1s ​ https://preview.redd.it/ej2rl3c5gli91.jpg?width=4000&format=pjpg&auto=webp&s=14c42c7ce943d07d6494f08848da92c81e82c935 submitted by /u/CXinTheCity [link] [comments]

Hi Friends, Do you have well-managed internal SLOs between Support and R&D teams? If you’d like to create a stellar internal SLO process for your organization, I’d love to share this guide to internal SLOs for SaaS Support and Success teams. This guide covers SLO definition framework, use cases, and implementation examples for a streamlined process across internal teams to deliver an awesome customer experience. Hope this is valuable to y’all, please let me know your thoughts, I’d love to hear from you! submitted by /u/Interesting_Time8303 [link] [comments]

Do you ever feel frustrated when you’re navigating an outdated website that’s not user-friendly? Who doesn’t? Today’s customer craves the swift and easy—and this rings 1000 times truer for call center customers. In other words? Your customer service should be accessible to everyone.
But contact center accessibility doesn’t just help people with disabilities—it helps every customer. And it helps your business, too. Contact center accessibility depends on two main factors: commitment and call center tech. Let’s explore how you can leverage both to take customer satisfaction to the next level.
What is Contact Center Accessibility?
Contact center accessibility makes every interaction, task, and follow-up easier for your customers and agents…more on agent accessibility later! Bottom line? Contact center accessibility makes it easier for your customers to access impeccable customer service. And you can make that happen through multiple channels. Before we get into the deets, let’s touch on the three types of accessibility to get you warmed up.
3 Types of Accessibility
Visual Accessibility: Blindness, color blindness, and color or light sensitivity are common visual impairments people might experience. Visual accessibility in a call center might look like this:

Have screen readers available
Offer a large IVR font

Motor Accessibility: Pain or restriction in physical muscles like your hands, fingers, or neck are motor issues that come with disabilities like spinal injuries, cerebral palsy, arthritis, and other conditions. Motor accessibility in a call center might look like this:

Have standing desks available
Offer head wands
Install speech recognition software

Auditory Accessibility: Different stages of hearing loss and auditory processing disorders are common examples of auditory disabilities. Auditory accessibility in a call center might look like this:

Offer Visual IVR
Have transcripts available
Turn on captions

6 Inclusive Hiring Practices for Call Centers
Why is Accessible Customer Service Important for Customer Satisfaction?
Contact center accessibility serves your call center, customers, and agents. Here’s how:
Tap Into a Larger Talent Pool
The US has over 61 million adults with a disability. At first glance, you might overlook a candidate who’s hard of hearing for a call center job. You should think again. Here’s why:

Call center attrition is higher than in any other industry
Training and tech can help your candidates excel

Contact center accessibility could enhance your recruitment process. A wider talent pool means quicker attrition recovery and inclusion. How does this tie to customer satisfaction? By widening your recruitment to include a new talent pool, you welcome new perspectives and expertise to your operation.
Communication giant Verizon describes how diverse teams are more representative of your wide customer base. Meaning? Agents with disabilities can better connect with customers with similar disabilities. For example, a hard-of-hearing customer might feel more comfortable video chatting with an agent who uses American Sign Language. Similarly, a neurodivergent agent might offer more empathy to a similar-minded customer. And more understanding and empathy among your agents improve customer experience and satisfaction.
Fonolo’s Voice Call-Backs make it easier for customers to access your product or services. The result: improved customer satisfaction, engaged agents, smoothed-out peak volumes and most importantly? #Contactcenteraccessibility.Click To Tweet
Customer and Company Alignment
Customer satisfaction isn’t just about customer service: it’s also about shared values. If you’re an animal activist, you might not engage with a company that sells fur. Likewise, people with disabilities (or anyone who considers themselves an ally) might not feel aligned with businesses that don’t prioritize accessibility.
In 2021, 66% of Americans agreed that they prefer to support companies who share their values—significantly higher than the 50% of people who reported feeling that way in 2013.
Here’s the thing: you don’t have to place your accessibility priorities on billboards. Here are some quick ways to let your customers know you value accessibility:

Inviting customers to request alternative formats for communication.
Encouraging people with disabilities to apply for company positions.
Providing accessibility training to your agents.

FACT:
75% of people with disabilities and their families have abandoned a business due to poor disability awareness.

Easier Access to Services
Accessible customer service brings your customers closer to your product or services. And easier access equals better customer experience, just ask Microsoft. All customers appreciate an easy interaction. A customer who is hard of hearing would enjoy the flexibility of Visual IVR offers through live chat. A customer who just doesn’t like speaking on the phone will appreciate it too.
Fonolo’s Voice Call-Backs also improve accessibility to services. Long wait times are frustrating for everyone, but they are yet another barrier for customers with disabilities.
Better Agent Engagement
If your call center already includes people with disabilities in the recruitment process, you’re on the right path. But you can continue the momentum and build stronger accessibility practices in the workplace.
Every call center leader constantly seeks ways to engage agents. In addition to popular tools like flexible work arrangements, recognition, and career development opportunities, improved accessibility helps, too. Remember, accessibility on the floor might seem like it only impacts your agents, but it has a positive trickle-down effect on customer satisfaction.
3 Ways to Improve Accessibility for Agents

Update call center technology with accessibility features like screen readers.
Offer alternative communication methods like live chat, email, and others through Visual IVR.
Conduct regular accessibility training.

 
 The post Why is Accessibility Important for Customer Satisfaction? first appeared on Fonolo.

People tend to do one of two things:

not talktalk

Both are a problem.

If we’re facing an important issue at work, at school or in our community, our instinct is to let others who are better informed speak up. Which prevents people from voting on a school budget or even volunteering to speak in class. We need their input and their solutions, but without insight and understanding, folks understandably hold back.

At the same time, alas, it’s apparently becoming a badge of honor to speak up (loudly and often) when one has no knowledge, has done no homework and has no insight. That’s not helpful, but there it is.

The all-volunteer Carbon Almanac is a #1 bestseller precisely because it gives people a chance to know what they’re talking about. It’s an almanac, with more than 1,000 sources, so you can look up anything that seems surprising.

And because it’s inexpensive and easy to share, you can give one to someone who will benefit from it even more than you.

It’s helpful to know. And it’s helpful to talk about what you know. That’s how we make things better.