When was the last time you had an issue with a product or service? Did you call a call center or look online for a solution?
Most people go with the second option: they turn to online resources to find answers to their questions, and more times than not, they watch a video.
Because by watching a video, you don’t have to wait on hold to speak to a customer support specialist. Instead, you can find a video answer to your question and solve your problem immediately.
This scenario is becoming more common every day.
Customers increasingly turn to video to help solve their issues with products/services because it offers quicker, better and easier solutions – that all lead to improved customer experiences.
What if your brand could deliver the same convenience?
With video customer support, you can. I wrote a blog about why you need to invest in video for customer support, read it here: 7 Reasons You Need to Invest in Video for Customer Support
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Digital prepwork
It’s so tempting to simply begin painting a wall. After all, it’s pretty easy to lay down paint. But it turns out that masking and dropcloths, painstakingly put into place, save many hours compared to cleaning up a mess afterward. The same is true for what happens when we have a new hard drive or […]
A treaty
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When Bain first invented the Net Promoter Score (NPS) measurement system, they introduced Inner and Outer Loops. These loops are used mainly by most Voice of the Customer (VoC) practitioners. They use these definitions of the loops: Something that I’ve noticed is that when some VoC vendors shout about ‘Closing the Loop’, they only mean the Inner…
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The explosion
We spend much of our worrying time on crises. Our media is filled with warnings, coverage and fear of cataclysms. The big boom, the sudden end, the crash. In fact, rot is far more common. Things decay unless we persistently work to support them. Organizations, reputations, systems, health, investments… even our teeth. For every hockey […]
Unfettered
That’s unlikely. You’re rarely going to get the freedom and resources to do your best work unfettered. The hard part (and the opportunity) is to figure out how to get comfortable with fettered. Because fettered is what’s on offer. Boundaries and scarcity aren’t simply impediments. They’re leverage points and opportunities.
The CX Telecoms, Media, and Tech Exchange 2023
Join senior customer experience leaders from organisations such as Sky, Orange, TikTok, Vodafone, Three, TalkTalk, Virgin Media, O2, BT, Huawei and DAZN as they meet to discuss how to foster brand loyalty, improve digital experiences and predict expectations and needs at the CX Telecoms, Media and Technology Exchange 2023, 26-27 April at Hilton, Syon Park, London. Amongst increasing pressures on…
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Real and apparent risk
Rollcoasters are one of the safest ways to travel (they end up where they begin, but that’s a different story). People pay to ride on them because they feel risky, even if they’re not. Air travel is really safe, and the airlines work overtime also reduce the perception of risk as well. That’s why turbulence […]