Focus On the ‘C’ Word in Customer Service
I want to bring your attention to two statements that I keep hearing about customer service. Customers do not have a choice when it comes to customer service. Customer service is a big-ticket cost item, and we are looking at ways to reduce the cost impact. Having been in the customer service industry for […]
The Ubiquitousness of Cloud Contact Centers – The Accidental Discovery
When the pandemic struck in 2020, all of a sudden, contact centers had to figure out a way to make agents’ work from home. Most on-premise solution providers couldn’t react to that situation, as they wanted at least a few months to come up with a solution to help agents’ work remotely. The second […]
Customer Touchpoint Effectiveness – What Should You Measure?
You run a customer service function, and you want to offer the best possible experience to your users. The demography of your users ranges from 18 to 70 years across geographies. To address their demands and needs, you have a presence in all the channels – telephone, emails, web, and social. Besides, you have […]
Building Intelligence at the Customer Touchpoints: Real-Life Experience
My bank blocked my card, and the reason given was that I did not submit my KYC (Know Your Customer) documents for renewal. I was asked to submit those documents by mail to reactivate the card. I promptly sent my scanned and self-attested KYC documents. I received a response with the ticket number. In […]
Measuring Touchpoint Effectiveness in Customer Experience
As a brand, you can influence some of the touchpoints, and some are beyond your influence. I will take a moment to define what a touchpoint is. Touchpoints are channels that your customers encounter or use to interact with your brand. This can include channels like email, website, chatbots, IVR, telephonic interactions, and social. […]
What Do the Customer Experience (CX) Leaders Do Differently?
Leading-edge companies outperformed lagging companies on business outcomes like profitability, quality, growth, market share, and customer retention rate. Source: HBR Seven out of ten leading-edge companies say that customer experience is a strategic priority, while nearly half of the lagging companies don’t consider customer experience important. This seems to have affected not […]
Frictionless Customer Experience – Should This Be Your Goal?
In 2016, an estimated $4.6 trillion of merchandise was left in abandoned eCommerce shopping carts. The US economy loses $3 trillion in productivity annually due to excess bureaucracy. China’s economy as measured by gross domestic product (GDP) grew a cumulative $82 trillion more than India’s from 1987 to 2017, even though the two economies were […]
Customer Experience Journey – It Is About How You Respond to a Negative Experience!
I was working for an organization where we had many customer relationships. After being with us for two years, one of the customers decided to look at other providers for their needs. When we inquired, we were told that they faced three issues in the last two months, and they weren’t handled well by […]
Why Should Brands Think About Customer Journey Orchestration?
There are multiple schools of thought when it comes to customer journey orchestration. According to Blueconic, some of them are: Customers – and only customers – own their decision journeys. Customers own their entire buying journey – from start to finish. The customer, and only the customer, decides which company to research, business websites […]