Multichannel Customer Service
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Multichannel Customer Service
Creating great, seamless customer experiences across all contact channels
Curated by Wally Brill
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8 Ways to Create a Successful Multichannel Customer Experience

8 Ways to Create a Successful Multichannel Customer Experience | Multichannel Customer Service | Scoop.it
Retail and ecommerce experts discuss how multichannel retailers can combine traditional and online shopping to enhance consumers’ experience and increase sales in both channels.
Wally Brill's insight:

Customers are driving now. We need to embrace the ways they want and expect to shop.

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How the luxury market should respond to the Apple watch

How the luxury market should respond to the Apple watch | Multichannel Customer Service | Scoop.it
I have a declaration before we start. I do not own an Apple watch.It is the only part of Apple's line-up that is not present at home. I'm not in the undecided camp nor am I in the "let's wait until we get to the next generation" camp. I sit in the no camp.This piece is not an explanation of why I'm in the no camp. I don't expect everyone to agree with what follows but it is heavily weighted towards my own views on what luxury means today, specifically from where I sit in London (I appr
Wally Brill's insight:

A great point. There's a longevity aspect to luxury and fashion products that becomes endangered when tech and the risk of obsolesce enters the picture.

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Apple Acquires Augmented Reality Company Metaio

Apple Acquires Augmented Reality Company Metaio | Multichannel Customer Service | Scoop.it
Apple has acquired Metaio, an augmented reality startup that launched way back in 2003 as an offshoot of a project at Volkswagen. The company's site said..
Wally Brill's insight:

The Ferrari example in this piece is a really nice view of the practical use of the tech. Imagination by marketers will take it a long way.. Let's hope Apple doesn't bury it.

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Customer strategy – How will you utilize predictive analytics?

Customer strategy – How will you utilize predictive analytics? | Multichannel Customer Service | Scoop.it
The business intelligence market is growing rapidly, with approximately 50 percent ($40 billion) resulting from predictive analytics.

Via beyondthearc
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Aundrea Malone's comment, August 21, 2013 3:36 PM
Smart business has to leverage PA to mitigate risk. This is an area that should see more growth....
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The new digital customer journey: Cross-channel, mobile, social, self-service, and engaged | ZDNet

The new digital customer journey: Cross-channel, mobile, social, self-service, and engaged | ZDNet | Multichannel Customer Service | Scoop.it
The sheer proliferation of new online devices and digital consumer channels is pushing leading-edge companies to rethink how they connect with and engage their customers.

Via David Ednie
Wally Brill's insight:

A new challenge AND an opportunity for differentiation

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David Ednie's curator insight, July 1, 2013 9:47 AM

"Speak in the language of your customer" has been the conventional wisdom since the begining of time and it remains just as true today as it will be tomorrow. However, in today's world of Digital Disruption this means providing those digital channels that your customers prefer to use to communicate with. Speak their language (What) and now speak their channel (How). Why? Because the customer owns his/her Customer's Journey.

Rosetta Carrington Lue's curator insight, July 10, 2013 10:21 PM

Really enjoyed reading the profile of the new digital customer.

Rosetta Carrington Lue's curator insight, July 11, 2013 10:22 PM

Interesting way to rethink how online devices can help organizations better connect and engage their customers.

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User Experience as a Multi Channel Customer Journey - The UX Review

User Experience as a Multi Channel Customer Journey - The UX Review | Multichannel Customer Service | Scoop.it
How to design multi channel user experiences for users and not for singular devices or channels (RT @userexperience: User Experience as a Multi Channel Customer Journey - http://t.co/zZBjRDjwto)...

Via Terry Patterson
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Hans's curator insight, April 8, 2013 6:57 AM

This article describes how to benefit from customer journeys in a diverse device landscape. Well defined personas is a great way to capture the most important characteristics, motivations and frustrations of typical users. But the technique lacks contextual awareness in modern multi channel projects. One way to make personas more dynamic is to apply them in user stories and simulate varied customer journeys. I think contextual design considerations like this will be critical for the future of digital design, because humans are born to be in motion and so should our devices.

Terry Patterson's comment, April 21, 2013 7:03 PM
I agree Hannes. And whenever there is a chance to conduct contextual inquiry at the beginning you'll be in good shape to draw up your very well defined personas. The more we advocate these design methods, the better we'll be positioning our products in the real world.
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Multichannel marketing and customer intelligence in 2013 (Part 4)

Multichannel marketing and customer intelligence in 2013 (Part 4) | Multichannel Customer Service | Scoop.it
The last part of this 4 part article examines customer intelligence, how to implement a holistic marketing strategy, and what are your next steps...
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Research Where Your Channels Cross | UX Magazine

Research Where Your Channels Cross | UX Magazine | Multichannel Customer Service | Scoop.it

A great piece on multi channel usability with helpful case studies from Jessica Peterson.

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3 Reasons Intent-Based Ads Are The Next Big Thing | CMO.com

The real-time ability to target users based on specific context, whether that’s a check-in, posting a picture on Instagram, or broadcasting a location over Twitter, holds a tremendous advantage for brands.
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Go Mo Bro! Grow a moustache to put a new face on men’s health | Voxgen

Go Mo Bro! Grow a moustache to put a new face on men’s health | Voxgen | Multichannel Customer Service | Scoop.it

Check out our own Tony Blackburn's contribution to Movember and please support!

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Can centralised data access create a secure and simpler identification and verification process? | Voxgen

Can centralised data access create a secure and simpler identification and verification process? | Voxgen | Multichannel Customer Service | Scoop.it

Can centralised data access create a secure and simpler identification and verification process?

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Infographic: Your Customers Want Support Via Smartphone

Infographic: Your Customers Want Support Via Smartphone | Multichannel Customer Service | Scoop.it

As smartphones become as essential to our pockets and purses as wallets and drivers licenses, customers are expecting these handy devices to do do their banking, purchase last-minute birthday gifts, book reservations, and above all, take care of customer service needs.

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Contactless payments: are we really ready for cash-free shopping?

Contactless payments: are we really ready for cash-free shopping? | Multichannel Customer Service | Scoop.it
Contactless card payments are seen as the future of small-item shopping, but not all stores are prepared for its arrival...
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Where We Are Really At In Omni-Channel

Where We Are Really At In Omni-Channel | Multichannel Customer Service | Scoop.it
Becoming a multi-channel contact centre is not just a matter of bulking up on new channels. It’s an ecosystem refresh through and through.This post and those that follow over the summer will explore what this means. The ongoing conversation will be primarily suited for large organisations here in the UK. However all sources of intelligent debate will be equally welcome. So please join in when inspired!I’m going to cover three main topics:
Multi-channel customer experience
Social customer service
Customer hubs
In fact, they are all part of a single narrative that contributes toward
Wally Brill's insight:

We know we have to get to a unified customer experience but how far along the road are we really?

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5 Essentials For Successful Solution Sales

5 Essentials For Successful Solution Sales | Multichannel Customer Service | Scoop.it
The song says: “I’ve looked at life from both sides now.” I’ve been on both the selling and buying end of customer contact automation and I’ve learned what works and what doesn’t.
Shut Up and Listen: Too many sales are lost by over talkative sales people pitching and pitching without ever letting the customer talk. Your prospect has a problem and they want to tell you about it from their perspective. If you’ve done your homework, you might have the potential solution. But don’t start that first
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10 Things I Hate About Your Contact Center by Brian Cantor

10 Things I Hate About Your Contact Center by Brian Cantor | Multichannel Customer Service | Scoop.it
10 Things I Hate About Your Contact Center by Brian Cantor - The saddest part about business’ failure to become customer-centric in this “age of the customer” is that they could so easily fake it.
Wally Brill's insight:

A good compendium of the things that make customers scream:'I'm mad as hell and I'm not gonna take it anymore!"

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Is Facebook right for self-service?

Is Facebook right for self-service? | Multichannel Customer Service | Scoop.it

VoxGen's Helen Casewell takes a closer look at the possibility of Facebook as a self-service channel.

Wally Brill's insight:

Helen Casewell researches the good, the bad and the ugly of self-service in social media channels and delivers 5 useful tips for companies thinking of deploying customer facing applications.

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Optimising multi-channel user experience

Optimising multi-channel user experience | Multichannel Customer Service | Scoop.it

When you’re designing a multi-channel service, the principles of user-centred design are critical to ensure a seamless and positive user experience; understand and design a solution which caters to your users’ needs and expectations; adopt a multi-disciplinary approach in tandem with iterative design and evaluation; evaluate designs with representative users. 

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Rosetta Carrington Lue's comment, July 20, 2013 2:33 PM
This is a great article.
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4 Steps for Ensuring a User-Experience Focus Beyond Project Delivery of your Multi-Channel Service | Voxgen

4 Steps for Ensuring a User-Experience Focus Beyond Project Delivery of your Multi-Channel Service | Voxgen | Multichannel Customer Service | Scoop.it
Wally Brill's insight:

Helen Casewell's follow on post about managing the multi-channel experience after it's been deployed: the importance of measurement and iteration.

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Fred Zimny's curator insight, December 11, 2012 2:40 PM

It is always about the outer wirld and how to integrate and innovate

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The Future of Customer Support is Social, Mobile, Video and Insourced

The Future of Customer Support is Social, Mobile, Video and Insourced | Multichannel Customer Service | Scoop.it
Summary of fact: people are more mobile and social and spending more of their time connected that ever before.
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9 Steps for Optimising Multi-Channel User Experience

9 Steps for Optimising Multi-Channel User Experience | Multichannel Customer Service | Scoop.it

Leveraging a user centred design process for multi-channel experiences.

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Targeting Customers To Influence Intent

Targeting Customers To Influence Intent - Using location to target and influence. Not just right customer, right offer, right time. Now it's also right place.

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Social CRM Its about the strategy, not the technology

Social CRM Its about the strategy, not the technology | Multichannel Customer Service | Scoop.it
With consumers in control of communication, its up to businesses to harness social media and initiate new sales and service models. Its time more companies got on board.

Via Fred Zimny
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Mobile Marketing 2015: Rethink Customer Acquisition, Intent Targeting

Mobile Marketing 2015: Rethink Customer Acquisition, Intent Targeting | Multichannel Customer Service | Scoop.it
Mobile platforms, smartphones / tablets, present incredible opportunities to re-imagine customer + data acquisition, & behavior/intent targeting. Learn how.
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Five Secrets to Delivering Exceptional Customer Service

Five Secrets to Delivering Exceptional Customer Service | Multichannel Customer Service | Scoop.it
A challenging combination of tighter wallets, new and evolving information channels, and rising customer expectations have created a complex consumer landscape that tests the ability of even the most seasoned chief customer experience officer.
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