Self Service Adoption
16 views | +0 today
Follow
Your new post is loading...
Your new post is loading...
Rescooped by Amy Clark from digitalNow
Scoop.it!

Let’s Talk More About Customer Service

Let’s Talk More About Customer Service | Self Service Adoption | Scoop.it
It is better to solve the issue, even at some expense, than to back pedal and blame every one else in the supply chain. Here’s a tip: spread your purchasing dollar around. Give 80 percent of your purchases to your main supplier and 20 percent to a secondary supplier so you can can get something to help your customer. Be friendly with a competitor or two so they can help you out in a pinch, and of course, you do the same. Don’t swear or curse at your vendor’s customer service folks. When someone would do this to my team, I would get on the phone, tell them they owe our person a dozen roses and an apology. I also told them their account was closed until this happened.  

Sure, I lost a few customers, but I had the best customer service team in the industry; they knew I had their back, and they bent over backwards to help all of our other customers all day long.  

Via Don Dea
more...
No comment yet.
Rescooped by Amy Clark from Designing service
Scoop.it!

Incorporating Customer and User Experience Data into Holistic Journey Maps

Incorporating Customer and User Experience Data into Holistic Journey Maps | Self Service Adoption | Scoop.it
Customer journey mapping can and should serve both User Experience (UX) and Customer Experience (CX) practitioners and m…

Via Mario K. Sakata, Michael Allenberg, Fred Zimny
more...
No comment yet.
Rescooped by Amy Clark from Contact Center Software
Scoop.it!

Retail Leads Digital Advertising While Consumers Shift Behavior

Retail Leads Digital Advertising While Consumers Shift Behavior | Self Service Adoption | Scoop.it
This week’s three #AdvertisingInsights dive into how the retail industry continues to dominate digital advertising, but the way that consumers expect to engage with retail ads is shifting.
A new report by the IAB shows digital advertising spend within the United States “surged 19% to $27.5 billion

Via Vocalcom
more...
Vocalcom's curator insight, January 4, 12:53 AM

This week’s three #AdvertisingInsights dive into how the retail industry continues to dominate digital advertising, but the way that consumers expect to engage with retail ads is shifting.

A new report by the IAB shows digital advertising spend within the United States “surged 19% to $27.5 billion during the first six months of 2015”. The retail, financial services, and auto industries continue to lead all other industries in mobile ad spend. Retail increased an additional percentage point from last year, to 22% of all internet ad revenue and the financial services industry stayed constant at 13%. These three verticals account for almost half of all digital ad revenue today.


Retail remains the largest advertising vertical, but how consumers engage with retail brands is changing. Atlas by Facebook just looked at how the buying habits of Facebook users are undergoing a major transformation; 62% of Facebook users say they shop differently this year than last year, and 65% shop across multiple channels, such as beginning a purchase journey on their phone and finishing it on their computer. Advertisers and marketers need to measure advertise based on a single view of the customer, because if you measure your campaigns based on user devices instead of named customers, you can’t track how effective your ads are. 


Finally, Kahuna examined how marketers, especially in the retail industry, are working on building more personalized campaigns, because, as they said in an infographic, “customers expect personalized, tailored messaging no matter what channel or device.” Today, just 10% of marketers at top retailers believe that they are highly effective at personalization, while 85% of brands’ segmentation strategies is based on just broad segments. At Salesforce, we believe that advertising should be executed with a clear view of where a customer is in their journey with the brand, and we want to help retailers achieve that goal.

Rescooped by Amy Clark from Contact Center Software
Scoop.it!

CX Journey™: Is the Customer Experience Really Everyone's Job?

CX Journey™: Is the Customer Experience Really Everyone's Job? | Self Service Adoption | Scoop.it
Is the customer experience really everyone's job? Depends how you define "everyone's job."

Via Vocalcom
more...
Vocalcom's curator insight, January 5, 2:49 AM

Is it really everyone's job?

Pundits and experts alike say that customer experience is everyone's job. If you google "customer experience is everyone's job" and "customer service is everyone's job," you'll find endless articles, blogs, and webinars with that very title.

It's true. Technically, it iseveryone's job. 

The spirit of the statement, though, is this: every employee impacts the customer experience, whether he's part of your frontline interacting with customers face to face/phone to phone or she's behind the scenes making sure the website works well or designing brochures to describe your products. Every employee matters; every employee contributes.

It seems like that's just one more proof point that the employee experience comes first - and drives the customer experience.

So it kills me when I see so many job postings for "customer experience" roles. In this regard... NO, customer experience is not everyone's job. I've seen positions posted with titles of Customer Experience This or Customer Experience That. Ironically, the postings were really sales/retail  positions or call center/customer service jobs. And sadly, many of the job descriptions never even mentioned the customer! How can that be?

I am an active member (and a Board Member) of the Customer Experience Professionals Association; my colleagues and I are fighting to get recognition for the customer experience profession. This means that we're looking to legitimize, validate, or otherwise verify or confirm that if your job entails listening to the customer and using what you hear to develop and to execute on a customer experience strategy, or if you oversee a team of folks doing the same, or if you are tasked with ensuring the entire organization drives toward a better customer experience, then you are a customer experience professional. If that's the case, then your title should have the words "customer experience." (If you're a consultant who consults on one and the same, it's fine if your title contains those words, too.)

Instead, what we've found is that, with the popularization of customer experience roles and the push to improve the customer experience, everyone is jumping on the bandwagon, making it trendy to put "customer experience" in every title. Unfortunately, this simple action dilutes the profession and what we're trying to do.

The good news is, customer experience has gained attention. The bad news is, with that, it can also become meaningless. When job descriptions have a customer experience title but never mention the customer in the actual description, a major fail has occurred.

What should you do?

Do your job, the one you're hired for. You don't have to have "customer experience" in your title in order to prove that you impact the experience. If you're a true customer experience professional, one whose role is to make customer experience management an integral part of how their companies operate, do all that you can to stay true to the profession... for yourself and for those around you. For those whose job is to deliver a great customer experience, give the CX professional a chance - they are taking what they hear from customers and translating it into a story to help you deliver a great experience.

In the end, yes, we are all responsible for ensuring our customers have a great experience - title or not. How will you execute? 

When it comes to creating a great customer experience, everyone within the company is committed to doing what it takes to succeed. -Quotepedia 

Scooped by Amy Clark
Scoop.it!

Extra, Extra: Customer Service Failure, “Self-Serving” Developers, and Stabbing Victim Identified | news | Torontoist

Extra, Extra: Customer Service Failure, “Self-Serving” Developers, and Stabbing Victim Identified | news | Torontoist | Self Service Adoption | Scoop.it

Every weekday's end, we collect just about everything you ought to care about or ought not to miss. Corbin spent eight hours on the phone with customer

more...
No comment yet.
Scooped by Amy Clark
Scoop.it!

How self-service BI can help you: SAP Lumira

Overview on how self-service business intelligence is positioned using SAP Lumira

more...
No comment yet.
Scooped by Amy Clark
Scoop.it!

Top Customer Service Articles of the Week | I Want it NOW

Top Customer Service Articles of the Week | I Want it NOW | Self Service Adoption | Scoop.it

Enter Now and Discover the Top Customer Service Articles you may have missed this week on the best resource for Customer Service News and Information.

Amy Clark's insight:

The best and the birghtest of Customer Service thought summarized here- Check out the Top 5 Articles of the week 

more...
malek's comment, January 5, 10:40 AM
good source for modern customer service
Scooped by Amy Clark
Scoop.it!

Five Major Mistakes to Avoid in 2014

Five Major Mistakes to Avoid in 2014 | Self Service Adoption | Scoop.it
2014 will bring changes, opportunities and dangers for your business. Make these 5 mistakes and things will be more difficult for your business.
more...
No comment yet.
Scooped by Amy Clark
Scoop.it!

Edmodo vs Moodle - Match Off! - Super Moodle

Edmodo vs Moodle - Match Off! - Super Moodle | Self Service Adoption | Scoop.it
Edmodo vs Moodle - Match Off! Enter Now and Discoverthe Winner on the Best Source for Moodle Information, News and Tutorials.
more...
No comment yet.
Scooped by Amy Clark
Scoop.it!

3 Important Proactive Customer Care Tips - Self Service Central

3 Important Proactive Customer Care Tips - Self Service Central | Self Service Adoption | Scoop.it
Enter Now and Check Out these 3 Very Important Proactive Customer Care Tips to Ensure You Always Enjoy Top Loyalty From Your Clients
more...
No comment yet.
Scooped by Amy Clark
Scoop.it!

Using Moodle for Corporate Training - Super Moodle

Using Moodle for Corporate Training - Super Moodle | Self Service Adoption | Scoop.it
Enter Now and Recieve Step by Step Clear Instructions on Using Moodle for Corporate Training to Ensure Employees Get the Best.
more...
No comment yet.
Rescooped by Amy Clark from The MarTech Digest
Scoop.it!

Customer Experience Matrix: Brightfunnel Gives B2B Marketers Self-Service Revenue Attribution

Customer Experience Matrix: Brightfunnel Gives B2B Marketers Self-Service Revenue Attribution | Self Service Adoption | Scoop.it
Brightfunnel reads lead, account, and opportunity data from Salesforce.com and supplies missing connections based on things like company name. Since Salesforce.com can also capture lead source (i.e., original marketing program), Brightfunnel can build a complete chain linking marketing programs to leads to accounts to opportunities. The system also has connectors to bring in data from Oracle Eloqua and Marketo, marketing automation, which will often include marketing programs and leads that never made it into Salesforce. But Brightfunnel says that most clients work with Salesforc data alone.

Making connections is certainly important, but Brightfunnel also provides tools to use the resulting information. Marketers can analyze results by marketing program, time period, customer segment, or other variables. They can compare performance over time, compare specific programs against an average, and see top campaigns by lead source. Because the imported opportunity data includes sales stage, reports can also track movement through the sales funnel, calculating conversion rates and velocity (time to move from one stage to the next). The system can use this to forecast the value and timing of future sales from deals currently in the pipeline.

What about that third level of attribution, splitting revenue from a single sale among different marketing programs? Brightfunnel offers two varieties of multitouch attribution: one where credit is shared evenly among all programs that touched a lead, and one where credit is split according to a fixed formula of 40% to the first touch, 20% to middle touches, and 40% to the final touch. Brightfunnel can also show first-touch and last-touch attribution, which attribute all revenue to the first or last touch, respectively.

 

marketingIO: One Source for All Marketing Technology Challenges. See our solutions. 


Via marketingIO
more...
marketingIO's curator insight, January 13, 8:14 PM

Not foolproof.

Rescooped by Amy Clark from digital marketing strategy
Scoop.it!

How Top Brands Achieve Social Media ROI

How Top Brands Achieve Social Media ROI | Self Service Adoption | Scoop.it
Coke's use of social media in building brand awareness mirrors its much larger brand strategies, but measuring its social media ROI is a bit tricky.

Via malek
more...
malek's curator insight, January 3, 6:22 PM

Coke's offers a social branding example most other companies would be wise to follow.

Rescooped by Amy Clark from Journifica Daily
Scoop.it!

Effective Customer Journey Maps [Infographic]

Effective Customer Journey Maps [Infographic] | Self Service Adoption | Scoop.it

This infographic describes the importance of journey mapping and the process for creating effective customer journey maps.


Via Journifica
more...
No comment yet.
Rescooped by Amy Clark from New Customer - Passenger Experience
Scoop.it!

Understanding Customers in 2016

Understanding Customers in 2016 | Self Service Adoption | Scoop.it
Customer insight is changing direction. As we prepare to welcome in a new year, the digital marketing industry can expect innovative new...

Via Eric_Determined / Eric Silverstein
more...
Eric_Determined / Eric Silverstein's curator insight, January 5, 2:09 AM

"Marketing lives or dies depending on its understanding of customers" - how are you leveraging this new nexus of data?


"Combining social media data, market data and customer data tells a much more complex ‘digital story’ than exchange data does alone, painting a fuller and more nuanced picture of individual consumers.


An overdependence on behavioural data has turned consumers into creatures of habit, but marketers should recognise that this is not the full picture. Humans are aspirational and multifaceted; customer insight should therefore be derived from a combination of equally rich datasets.


From their complex digital footprints, marketers can see the brands customers engage with, the influencers and personalities they admire, their hopes and their aspirations.


Suddenly, the concept of real predictive analytics is on the horizon.


Gone will be the days of looking in the rear-view mirror of past behaviours, which are often instantly redundant.


With this understanding, brands can now reach out beyond their existing customer base. By using external data, aggregates of market activity and social media activity, big data solutions can give valuable insights into what your competitor’s customers want, providing brands with the opportunity to acquire new customers at scale and with ease."


Does your organization have the right tools and infrastructure in place to capitalize on the above? 

Scooped by Amy Clark
Scoop.it!

Balmain: Self Service by Mehdi Lacoste for Hunger Magazine

Balmain: Self Service by Mehdi Lacoste for Hunger Magazine | Self Service Adoption | Scoop.it

Hunger Magazine enlists Mehdi Lacoste to capture Balmain: Self Service story featuring Lew Parker, George Admiraal, Dudley O’Shaughnessy, Haoyun Xiang, Lauren Groenewald, Tommy Marr, Chris Doe and O'Shea Robertson...

more...
No comment yet.
Scooped by Amy Clark
Scoop.it!

How Self Service Simplifies the Web Experience - Self Service Central

How Self Service Simplifies the Web Experience - Self Service Central | Self Service Adoption | Scoop.it
Enter Now and Find Out How Self Service Simplifies the Web Experience and ensures the best results possible for your efforts.
more...
No comment yet.
Scooped by Amy Clark
Scoop.it!

Help Desk Software Comparison Review - Self Service Central

Help Desk Software Comparison Review - Self Service Central | Self Service Adoption | Scoop.it
Enter Now and Check Out a Comparison of Help Desk Software on the best source for Self Service Information and News.
more...
No comment yet.
Scooped by Amy Clark
Scoop.it!

Best Articles on Self Service This Week - Self Service Central

Best Articles on Self Service This Week - Self Service Central | Self Service Adoption | Scoop.it
Enter Now and Check Out the Best Articles on Self Service This Week on the Best Source for Selfservice Adoption Information and News.
more...
No comment yet.
Scooped by Amy Clark
Scoop.it!

Reduce Agent Attrition Using WalkMe - Self Service Central

Reduce Agent Attrition Using WalkMe - Self Service Central | Self Service Adoption | Scoop.it
Enter Now and Discover How to Reduce Agent Attrition Using WalkMe Online Guidance and Ensure the Best Customer Service and Support Possible.
more...
No comment yet.
Scooped by Amy Clark
Scoop.it!

Moodle vs Blackboard - and the Winner is? - Super Moodle

Moodle vs Blackboard - and the Winner is? - Super Moodle | Self Service Adoption | Scoop.it
Moodle vs Blackboard - and the Winner is? Enter Now and Find Out on the Best Source for LMS Information and News.
more...
No comment yet.
Scooped by Amy Clark
Scoop.it!

Popular Moodle Alternatives - Super Moodle

Popular Moodle Alternatives - Super Moodle | Self Service Adoption | Scoop.it
Enter Now and Check Out these Popular Moodle Alternatives on the Best Source for LMS and Learning Techniques.
more...
No comment yet.