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If you want People to Act, do these 4 things - Katya Andresen

If you want People to Act, do these 4 things - Katya Andresen | Customer Care Support | Scoop.it

A great message packs 4 complementary purposes into one powerful whole: It Connects with other people based on their values (C), Rewards (R) them with a benefit they seek, asks for a specific Action (A) to get that benefit, and sticks with us in a Memorable (M) way.

 

You can remember this with the mnemonic device, CRAM. If you're in the business of persuasion, you must CRAM your message into every key interaction with your target audience.

 
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Social klantcontact brengt ABN AMRO dichter bij klanten - @ErnstKruize

Social klantcontact brengt ABN AMRO dichter bij klanten -  @ErnstKruize | Customer Care Support | Scoop.it

In het contact met klanten spelen social media voor ABN AMRO een steeds belangrijker rol. Vanuit het Advies en Service Center (ASC) is een groep speciaal opgeleide adviseurs 24/7 beschikbaar voor conversaties via een aantal sociale platformen. Waar het accent nu nog grotendeels ligt op het reageren op relevante klantsignalen, zal de dialoog met (potentiële) klanten in de nabije toekomst steeds pro-actiever worden aangegaan, in alle fasen van het koopproces.

 

Het Advies en Service Center (ASC) van ABN AMRO is gericht op het onderhouden van de contacten via de directe kanalen. Vanuit vier locaties, verspreid over het land, heeft men 750 werkplekken voor klantcontactadviseurs. Het ASC vervult een drietal belangrijke functies:

 

- Het bij elkaar brengen van klantvraag en antwoord, via diverse kanalen;

- Het vervullen van een brugfunctie tussen de (potentiële) klant en de online omgeving;

- Invulling geven aan de ‘nieuwe’ conversatie.

 

 
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Peter Hoeve's curator insight, January 21, 2013 4:48 AM

Het lijkt erop dat social media voor ABN AMRO zijn ondergebracht op de afdeling klantcontact (ASC) en niet primair bij marketing. Dit lijkt me een gezonde ontwikkeling.

 
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Online Customer Service dominates Callcenter within 10 years - NN

Online Customer Service dominates Callcenter within 10 years - NN | Customer Care Support | Scoop.it

Zeventig procent van de consumenten in Amerika en Engeland denken dat online klantenservice binnen tien jaar zal domineren over traditionele callcenters. Dat blijkt uit onderzoek van softwareleverancier Synthetix (Infograph: http://bit.ly/UVXUiC).

 

Daarnaast verwacht meer dan de helft van de consumenten dat bedrijven klantenservice bieden via sociale media en driekwart van de respondenten wil hun smartphone kunnen gebruiken voor selfservice.

 

Onderzoeksrapport: http://bit.ly/V4qYEv .

The rise of demand for multi-channel online customer service - Summary:

The principal conclusion to come out of this report is clear: online customer service is no longer just an option for any organization that wants to be competitive – it is essential. Supporting that, we can also say with some
certainty that your customers expect your service to be clear and consistent across multiple channels.

 

De Softwareleverancier: http://bit.ly/NMeCLF .

 
Peter Hoeve's insight:

Omdat 90% van de klanten slechte service een goede reden vindt om op te stappen en omdat momenteel slechts 10% van de klanten tevreden is over de ontvangen klantenservice ljikt de toekomst niet zo ingewikkeld.

 

Organisaties die in business willen blijven. doen er goed aan om bij het herontwerp van hun Customer Care uit te gaan van de behoefte en het gezonde verstand van hun klanten.

 

Dat betekent echter wel een onmiddellijke, transparante beschikbaarheid van zo gedetailleerd mogelijke informatie over alle producten, processen, prijzen en de daarmee samenhangende hickups, problemen en overige management issues die de aankoop en het gebruik van producten en diensten kunnen beïnvloeden.

 

Omdat dit de beheersbaarheid van de winststromen, machtsstructuren, beloningssystematiek, marktbeïnvloeding e.d. oneindig veel complexer maakt, zullen bedrijven zich hier steeeds tegen verzetten tot de wal (de eindgebruiker) het schip (de organisatie) keert.

 

 
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Fred Zimny's comment, January 13, 2013 8:02 AM
Mijn beeld is dat de toekomst geen 10 jaar gaat duren. Tussen nu en drie jaar is online klantcontact de standaard: op websites en in social media. Offline is dan vervallen tot een bijkomstigheid of iets voor bijzondere segmenten.
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5 Customer Strategies for the Digital Age - Ned Smith

5 Customer Strategies for the Digital Age - Ned Smith | Customer Care Support | Scoop.it

Your customer is not an individual, David Rogers says; it’s a network. He’s taken that belief and codified it in “The Network is Your Customer,” a book that shows businesses both large and small how they can translate that insight into five strategies to help them thrive in a digital age:

 

- Access

- Engage

- Customize

- Connect

- Collaborate

 

“The point of my book is that we need to revisit who our customer is,” Rogers told Ned Smith. “There’s been a relatively dramatic shift. Customers are not just a bunch of people waiting to hear from you. They’re communicating with each other and with us. Customer word of mouth has always been important. But it’s more important today.”

 

 

 

 
Peter Hoeve's insight:

This article had the rare chance to mature for two years, before you came across it. So now you can use your 2013 perspective to judge it's value ..

 
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The 6 essential principles of persuasion - Katya Andresen @KatyaN4G

The 6 essential principles of persuasion - Katya Andresen @KatyaN4G | Customer Care Support | Scoop.it

   If you have not yet read the classic book 'Influence' by Robert Cialdini, than this is your chance (http://amzn.to/rL9puG).

   But you’re also in luck, because the 'Influence at Work' team just released this video summary of the six principles of persuasion covered by the book (http://linkd.in/VvqQdP). Just spend the next 11 minutes watching this video or check it directly on YouTube (http://bit.ly/V3qCKW) - it’s worth every second.

   No time to watch? Here’s Katya's summary of the principles and how they apply to people working for a good cause:

 

1. Reciprocity;

2. Scarcity;

3. Authority;

4. Consistency;

5. Liking;

6. Consensus.

 
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Zig Ziglar: 10 Quotes That Can Change Your Life - Kevin Kruse

Zig Ziglar: 10 Quotes That Can Change Your Life - Kevin Kruse | Customer Care Support | Scoop.it

   Zig Ziglar died today at age 86. A World War II veteran, Zig Ziglar became the top sales person in several organizations before striking out on his own as a motivational speaker and trainer. Here you will find 10 quotes from Zig Ziglar that have the power to completely change the direction of one’s life.

 
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Lichte stijging waardering klantenservices - Kana

Lichte stijging waardering klantenservices - Kana | Customer Care Support | Scoop.it

   Nederlandse consumenten geven de klantenservices van bedrijven en instellingen een 6,2 als rapportcijfer. Dat blijkt uit het jaarlijkse klantenserviceonderzoek* van KANA, softwareleverancier van complete klantenserviceoplossingen. De waardering is licht gestegen ten opzichte van 2011. Banken en gezondheidszorginstellingen krijgen het hoogste waarderingscijfer: een 7. Telecombedrijven scoren het slechtst met een gemiddelde waardering van 5,4. (geen link naar gegevensbron)

 
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Customer Service — ... It’s about YOU - Ann Phillips

Customer Service — ... It’s about YOU - Ann Phillips | Customer Care Support | Scoop.it

   There’s a common misconception that customer service is all about the customer. Surprise, it’s not necessarily so. Service is definitely for the customer — internal or external — but it’s about you, the service provider ...

 

Bonus Video of Ann Philips: http://bit.ly/T18Qbe .

 
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Reverse Engineering User Awesomeness - Kathy Sierra

Reverse Engineering User Awesomeness - Kathy Sierra | Customer Care Support | Scoop.it

Kathy Sierra on the Reverse Engineering of Business Models and finding a Sustainable System by 'User Awesomeness'. Some clues:

1. Focus on what the User does;

2. Give Users Superpowers Quickly: 80/20 in 30 minutes;

3. Offer better Gear AND help them Justify the Expense;

4. Motivate and Inspire Users: by making it Easier to Do;

5. Make the User feel Smarter and Awesome;

6. Shrink the 10K hour afap: Patterns, Practice & Immersion;

7. Make your Product Reflect their Feelings;

8. Play your Guiding Role in the Users Journey.

 
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Introducing Dell's Social Media Command Center - Karen Quintos @KarenDellCMO

Michael Dell and Karen Quintos join others for the launch of Dell's new global social media command center. First impressions of (potential) clients.

 

Bonus: Background Article: http://dell.to/irGwCg

 
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7 Virtual Customer Service Tips - Amie Marse

7 Virtual Customer Service Tips - Amie Marse | Customer Care Support | Scoop.it

Anybody in business knows that keeping customers is a LOT cheaper than finding new ones. One way that companies keep their current customers happy is through customer service, which has definitely changed due to online sales. Here is a list of 7 ways you can let your clients know that you care:

1. Over Communication;

2. Timely Response;

3. Make a Personal Connection;

4. Establish Boundaries;

5. Broadcast Effectively;

6. Ask for Feedback;

7. Goodies.

Imagine customer service as the wrapping paper around your product. The product itself is important, but the customer service often makes the biggest impression. In this fast paced virtual world the most important thing you can do is remind your clients they are more than an email address.

 
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Reinventing the Customer Service Experience to Capture Loyalty - Peppers & Rodgers

Reinventing the Customer Service Experience to Capture Loyalty - Peppers & Rodgers | Customer Care Support | Scoop.it

   In their latest White Paper, 'Reinventing the Customer Service Experience to Capture Loyalty', Martha Peppers & Don Rodgers describe an interesting Road to Improvement. http://www.1to1media.com/downloads/Five9_PRG_ServiceWP_FINAL_010512.pdf?%E2%80%9D

   Though the paper is focused on Proactive Customer Service in blended Contact Centers, it is just as well applicable to every other Company or Department that needs Customers to Survive ...

   Especially the model, borrowed from Bruce Temkin, 'The Six Levels of Proactive Support', looks very useful for all Customer Connected Organizations (and who isn't):

http://experiencematters.wordpress.com/2011/02/07/the-6-levels-of-proactive-support/

 
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Facebook Timeline For Brands: It's About Storytelling - Jamie Tedford | Via @AvdBrg

Facebook Timeline For Brands: It's About Storytelling - Jamie Tedford | Via @AvdBrg | Customer Care Support | Scoop.it

   Jamie Tedford is founder at CEO of Brand Networks, a social branding consultancy. In this blog he tells us a story about storytelling:

   As anticipated, Facebook Timeline for Pages was announced Wednesday. The buzz is deafening. And, if you read between the lines, you’ll discover that the entire Facebook platform is organized around the generation and amplification of stories. Marketers should be singularly focused to do both effectively.

   Here’s how: Timeline helps brands become better storytellers and extends the reach of those stories to more customers and prospects.

- Every brand has a story. Tell yours;

- Stories get the “star” treatment;

- Apps are story generation engines – verbs are the fuel;

- A story worth telling is one worth amplifying;

- A picture paints a thousand words.

 
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UWV Webcare: klantenservice van de toekomst - @ErnstKruize

UWV Webcare: klantenservice van de toekomst - @ErnstKruize | Customer Care Support | Scoop.it

Waar in de klantenservice-industrie nog wel eens wordt getwijfeld over omvang en impact van social klantcontact, daar is UWV heel duidelijk: webcare is de klantenservice van de toekomst. Hoewel de activiteiten nog relatief bescheiden in omvang zijn (275 maandelijkse interventies door vier medewerkers), ligt de ambitielat hoog. Vanuit de one-to-many gedachte moet webcare een substantiële bijdrage gaan leveren aan de conversie van telefoonverkeer naar online, sociaal contact. Organisatorisch opereert webcare daarbij vanuit het Klant Contact Center en wel zodanig dat medewerkers telefoonwerk en webcare contact blenden. In dit artikel leest u meer over de ervaringen van de eerste drie jaar.

 

Infographic UWV Webcare: http://bit.ly/10n5Zfx .

 
Peter Hoeve's insight:

add your insight...

 
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Peter Hoeve's curator insight, January 22, 2013 7:51 AM

Dit kleinschalige initiatief is, zeker in verhouding met de omvang van het UWV, toont een boeiende innovatie en spreekt de hoop uit dat er nog veel ten goede kan veranderen in de communicatie tussen grote organisaties en hun eindgebruikers ..

 
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Social Media en Uitdagingen voor Klantcontact in 2013 - @ErnstKruize & @EstherGoos

Wat zijn de uitdagingen en trends op het gebied van o.a. webcare en social media in klantcontact voor bedrijven in 2013? Esther Goos van Scooperz en Ernst Kruize van Tieto vroegen social media managers en klantenservice managers van NS, UWV, ABN AMRO, LOI en de Bijenkorf wat volgens hun de trends en uitdagingen in social media voor 2013 zijn.

 

 
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Peter Hoeve's comment, January 18, 2013 6:48 PM
Je hebt gelijk Fred, dank voor je feedback! Ik had de omschrijving klakkeloos overgenomen en hem nu maar even aangepast ..
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Customer Service: Why It Matters - @KateLeggett

Customer Service: Why It Matters - @KateLeggett | Customer Care Support | Scoop.it

For many companies, customer service is a cornerstone of their customer experience strategy. It’s an area of increasing importance because:

Good customer service experiences are good for business. Poor customer service experiences are expensive. Poor customer service experiences causes customers to leave your brand.

 
Peter Hoeve's insight:

Forreser offers an interesting Roadmap (see the picture above) or Playbook for Customer Service executives. Sadly it's not a free service, but a paid product ..

 
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ABN AMRO Hypotheken Groep besteedt telefonieomgeving en contactcenter uit - Erik Bakker

ABN AMRO Hypotheken Groep besteedt telefonieomgeving en contactcenter uit - Erik Bakker | Customer Care Support | Scoop.it
De ABN AMRO Hypotheken Groep besteedt van 2013 tot 2016 een belangrijk deel van zijn vaste telefonieomgeving en het contactcenter aan Dimension Data uit.

Een belangrijk criterium was het in huis hebben van de juiste kennis en expertise, een duidelijke visie op het gebied van communicatie en klantinteractie, en het bieden van een vast klantteam.
Peter Hoeve's insight:

 

 

 

 
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Proactively Protecting Your Customer's Interest - Don Pepper

Proactively Protecting Your Customer's Interest - Don Pepper | Customer Care Support | Scoop.it

   Having your customers' trust has always been important in business, but in the e-social era, customers are coming to demand an even higher standard. It's no longer sufficient simply to refrain from cheating customers or lying to them. Increasingly, customers expect businesses to demonstrate extreme trust -- that is, to proactively watch out for their customers’ interests. This might mean preventing a customer from making a mistake.

 
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The Future of Contact Centers - @Vocalcom

   Engage your Customer's Anywhere with The Full Media Contact Center Solution and Go Live Networking with your own Customers.

   Take a look at the Future and Present of Customer Care. And don't get upset by the amateur acting or the old fashioned procedures, like 10 minutes waiting, instead of a modern call back service ..

 
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Dimension Data’s Global Contact Centre Benchmarking - Via: @HansCallm

Dimension Data’s Global Contact Centre Benchmarking - Via: @HansCallm | Customer Care Support | Scoop.it

   De snelle technologische ontwikkelingen en steeds hogere serviceverwachtingen van klanten zorgen voor een verandering in de manier waarop klantcontactcenters hun technologie financieren, implementeren, beheren en onderhouden. Hierbij gaat het minder om functionaliteit dan om een hoge beschikbaarheid, flexibiliteit en mobiliteit van de infrastructuur. Dit is de belangrijkste conclusie uit het Dimension Data Global Contact Centre Benchmarking Report 2012. Hierin zijn 637 klantcontactcenters ondervraagd in 72 landen.

   Een reëel gevaar schuilt in het feit dat de specifieke behoeften van klantcontactcenters er niet meer toe doen. Slechts 59 procent van de deelnemers gelooft dat hun huidige, belangrijke infrastructuurcomponenten – waaronder CRM, CTI, routing, self-service en workforce-optimalisatie – voldoet aan hun eisen. Kijkend naar hun toekomstige behoeften, daalt dit percentage naar 13,8 procent.

 

Bonus: Summary Contact Centre Report 2012: http://bit.ly/Xuhjuu .

 
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KSF Contactcenter Brancheonderzoek 2012 - Ineke van den Bor c.s.

   Ook dit jaar heeft de KSF weer kwantitatief onderzoek gedaan, dit keer naar de resultaten van contactcenters in 2011. Opvallend resultaat is dat de ontwikkeling en monitoring van social media snel vooruit gaat. In 2011 worden deze in 89% van de organisaties gemonitord. Een jaar eerder was dat nog in 50% van de organisaties.

   In 2011 bestaat 74% van de agentpopulatie bij inhouse uit mbo- of hoger opgeleiden (in 2010 rond 55%). Mbo’ers maken, net als in 2010, het grootste deel uit van de agentpopulatie. Dit versterkt het beeld dat agent een volwaardig en hoogwaardig beroep aan het worden is waaraan steeds hogere opleidingseisen worden gesteld.

 
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12 Most Valuable Listening Skills - Martin Haworth

12 Most Valuable Listening Skills - Martin Haworth | Customer Care Support | Scoop.it

   Listening is a vital management and leadership activity. Of all the skills we use when we lead our people, it’s vital that we communicate effectively and that is always two way.

 

   What we hear is vital as we work to create rapport with others, as well as clearly understanding the information they want to share with us.

 

Here you find the 12 Most Valuable Listening Skills:

1. Pay full attention

2. Ask another question

3. Seek clarification if you aren’t sure

4. Make eye contact with them

5. Summarize what you hear

6. Avoid being disturbed

7. Say less and make it about them

8. Follow through with what you say you will

9. Body language counts

10. Switch stuff off and focus

11. Say it again for effect

12. Prepare for action

 
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Social Customer Service: Moving Beyond the Hype to the Big Picture - Duke Chung

Social Customer Service: Moving Beyond the Hype to the Big Picture - Duke Chung | Customer Care Support | Scoop.it

   Customer service on social media can no longer be viewed as a passing fad or a marketing distraction. With millennials and mobile propelling its use as the communication channel of convenience, social media is being hailed as the future king of customer service.

 

   As more brands fall victim to social skewering for PR or service gaffes as they occur, it's easy to see why businesses and organizations should be taking social customer service more seriously. Yet many continue to silo social customer conversations with marketing engagement tools or ignore the very public voice of the social customer altogether.

 

   With instant brand responsiveness on Twitter and Facebook becoming the new expectation, here are five key tips for moving beyond using social media as a heavy-handed marketing tool and incorporating it as a seamless part of the customer experience.

 

1. Get the marketing department involved in customer service;

2. Get a C-level social champion behind the brand;

3. Sync social media with your other customer service channels;

4. Create an agile customer experience;

5. Know your numbers.

 

 
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What's a Lifetime Customer Worth? You'd Better Know - Chris Zane

What's a Lifetime Customer Worth? You'd Better Know - Chris Zane | Customer Care Support | Scoop.it

   The value of a lifetime customer starts when you understand what it means to “wow” your customers by giving them more than they expected. But saying that you want to create a lifetime relationship with your customers is one thing; making it happen is quite another.

   To be successful at building that kind of relationship you have to think differently about why your customer needs you in the first place. In this virtual age, where so many transactions happen with no human being involved, finding a way to make emotional connections with your customers is key.

 
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Who is your customer? - Seth Godin a.k.a. @ThisIsSethsBlog

Who is your customer? - Seth Godin a.k.a. @ThisIsSethsBlog | Customer Care Support | Scoop.it

   Rule one: You can build a business on the foundation of great customer service. Rule two: The only way to do great customer service is to treat different customers differently. The question: Who is your customer?

   Apple had just one customer. He passed away last year ...

   And if you are not yet a Customer of Seth Godin: Watch him explain how NOT to Slice Bread http://www.ted.com/talks/seth_godin_on_sliced_bread.html

 
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