Service and Satisfaction
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Service and Satisfaction
Looking at how changes in technology, UX and processes lead towards improvements in Business Services and Customer Satisfaction. www.leesitch.com
Curated by Lee Sitch
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Customer journey mapping an assortment of case study's and templates

Customer journey mapping an assortment of case study's and templates. How to start with customer journey mapping.


Via Michael Sabah, Pantelis Chiotellis
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Rescooped by Lee Sitch from I can explain it to you, but I can't understand it for you.
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Customer Service is Dead… Welcome to the Customer Experience

Customer Service is Dead… Welcome to the Customer Experience | Service and Satisfaction | Scoop.it
The customer service industry is as old as time, but it’s an industry that has had to evolve in order to target a more diverse clientele and their demands for better, more personalized, service. Ch…
Via Riaz Khan
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4 Key Customer Service Tips for the Connected Era

4 Key Customer Service Tips for the Connected Era | Service and Satisfaction | Scoop.it
In a world where customers are "always on" with the Internet, social media and handheld devices, you no longer have the luxury of a 24 hour response time to Customer Service calls.
Via Riaz Khan
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4 Pillars Of Distinctive Customer Journeys

4 Pillars Of Distinctive Customer Journeys | Service and Satisfaction | Scoop.it
New research reveals that focus, simplicity, “digital first,” and perceptions matter most.

Via Eric_Determined / Eric Silverstein
Lee Sitch's insight:

"Our research indicates that for every 10-percentage-point uptick in customer satisfaction, a company can increase revenues 2 percent to 3 percent.

 

Knowing what to do is the right place to start. But a company’s success in building out great customer journeys requires agile capabilities that excel at rapid iteration and testing and learning.2 Reacting to live feedback from real customers is often the difference between a good and a great customer experience."

 

@McKinsey shares a great example across the financial industry, but these 4 key pillars are applicable to many industries, would you agree?

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Eric_Determined / Eric Silverstein's curator insight, September 15, 3:37 AM

"Our research indicates that for every 10-percentage-point uptick in customer satisfaction, a company can increase revenues 2 percent to 3 percent.

 

Knowing what to do is the right place to start. But a company’s success in building out great customer journeys requires agile capabilities that excel at rapid iteration and testing and learning.2 Reacting to live feedback from real customers is often the difference between a good and a great customer experience."

 

@McKinsey shares a great example across the financial industry, but these 4 key pillars are applicable to many industries, would you agree?

ABRAMOVICI Marianne's curator insight, September 19, 4:09 AM
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Forrester 3 E's of Customer Experience

Forrester 3 E's of Customer Experience | Service and Satisfaction | Scoop.it

Emotions play an important role to the overall customer experience. Have you ever created an empathy map?


Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, July 24, 5:44 PM

Forrester's 3 E's:

 

1. Emotion

2. Effectiveness

3. Ease

 

How are you elevating the emotional connection between your brand and your customers?

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What Are Your Employees Thinking? A Look Inside The Modern Workplace - Forbes

What Are Your Employees Thinking? A Look Inside The Modern Workplace - Forbes | Service and Satisfaction | Scoop.it

The state of the modern workplace is evolving, perhaps more quickly than ever. Increases in diversity, the flexibility and scalability that technology provides, the nature of benefits and work environment that employees are willing to demand—all contribute to an ever-changing dynamic that’s exciting for workers and, to a certain extent, a challenge for employers.

 

To get a sense of the state of the modern workplace – and a hint at where it may be heading – international professional services firm, PricewaterhouseCoopers (PwC), conducted focus groups in New York City and online surveys this past May, with 1,385 workers of all types. PwC also surveyed 200 C-Level executives of small to large companies to get an employers’ perspective.

 

The study yielded some interesting results, showing how employees in the modern workplace are feeling, what motivates them, what they feel is important and how they see their futures. Justin Sturrock, People & Organization leader at PwC, admitted that his organization’s survey merely grazes the surface of complex issues facing employers and companies today and in the near future.


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The Learning Factor's curator insight, June 22, 11:33 PM

 The state of the modern workplace is evolving, perhaps more quickly than ever.

Walter Gassenferth's curator insight, June 24, 7:12 AM
Useful post, presenting a lucid vision of the theme. For those who speak Portuguese or Spanish and are interested in business management, please visit http://www.quanticaconsultoria.com
Vladimir Ignatov's curator insight, June 24, 4:14 PM

More flexibility is the key.  But, how much can you flex before things break?

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Why the Best Companies Always Have the Best Customer Service

Why the Best Companies Always Have the Best Customer Service | Service and Satisfaction | Scoop.it

I have never heard of anyone who has had a bad customer experience with Amazon, Apple, Costco, or Salesforce. The aforementioned companies are incredibly successful due, in large part, to a material focus on the customer experience. Not surprisingly, the stock market has handsomely rewarded these four companies over the past decade. 

 

Amazon is so customer focused that it will literally send you a replacement for a lost package immediately without ever implying that the customer is at fault. The result is a consumer experience that is so optimal that Amazon is the only place where many consumers decide to shop online. 

 

The same can be said for Apple when it comes to the in-store experience. Apple employees are so passionate about the products that I feel like I am talking to a polite tech enthusiast in the Apple stores and not Apple employees. The result is incredibly brand-loyal customers.


Via The Learning Factor
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The Learning Factor's curator insight, June 5, 6:02 PM

It can take 30+ years to build a brand and just a handful of poor customer experiences to destroy it.

Adele Taylor's curator insight, June 6, 5:49 PM
Do you agree that the customer is always right?
Walter Gassenferth's curator insight, June 8, 7:21 AM
Interesting post, presenting a useful concept. For those who speak Portuguese or Spanish and are interested in business management, please visit http://www.quanticaconsultoria.com
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Study finds businesses have two years to get digital transformation in the bag, or lose out | Information Age

Study finds businesses have two years to get digital transformation in the bag, or lose out | Information Age | Service and Satisfaction | Scoop.it
Businesses must transform their processes with digital technology to survive - and do it quickly, a new study finds
Via Stephane Leduc
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Before a Digital Transformation, Ask Why, Not How

Before a Digital Transformation, Ask Why, Not How | Service and Satisfaction | Scoop.it
Before undertaking a complicated IT overhaul, uncover the root cause of the business problem: It might be a technology issue or a business process issue.
Via Stephane Leduc
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Stephane Leduc's curator insight, May 30, 3:52 PM

The basics ... which too often are forgotten. 

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Study finds businesses have two years to get digital transformation in the bag, or lose out | Information Age

Study finds businesses have two years to get digital transformation in the bag, or lose out | Information Age | Service and Satisfaction | Scoop.it
Businesses must transform their processes with digital technology to survive - and do it quickly, a new study finds
Via Jesper Outzen
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The Dirty Little Secret About Digitally Transforming Operations

The Dirty Little Secret About Digitally Transforming Operations | Service and Satisfaction | Scoop.it

New technology doesn’t matter as much as new mindsets.“We can automate mathematics, we can automate design decisions, but we cannot automate changes in human behavior.”


Via Karl Wabst
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Karl Wabst's curator insight, June 1, 2:42 PM

Dear Board of Directors & Corporate Executives,

 

Please do not read this article! These ideas may cause insight.

 

Constantly changing technology with little regard to people’s mindset and attitudes is great! They love it when you do this. Really. Otherwise, they would just concentrate on helping your customers. What fun is that?

 

By all means, continue doing business as usual! Thank you!

 

Signed,

 

Your competition.

 

Co-signed by all IT vendors selling silver-bullet solutions in a rapidly changing world. Just buy our software!

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IT is key to business innovation

Google for Work and Raconteur’s study of workplace innovation revealed that whilst collaboration has been identified as the key to business success, 26 per cent of respondents saw IT as the main driver of innovation. At 17 per cent, Marketing was considered the second biggest driver of change.
So why are expectations of IT departments so high across the board? The answer lies in the close relationships that IT has forged with every part of a business. Not only does IT drive innovation but it also improves an organization’s ability to collaborate. If that wasn’t enough responsibility to carry on its shoulders, IT is also the department that has the strongest ability to master new technology quickly, and often it is the newer technologies on the market that can be most transformational.
“The most successful companies will be those that adopt collaborative and innovative practices across the board”


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Digital Transformation Requires Total Organizational Commitment

Digital Transformation Requires Total Organizational Commitment | Service and Satisfaction | Scoop.it
When you consider that 88 percent of the Fortune 500 companies in 1955 are now gone, it’s not hard to see that change has always been with us, but the rate of change is accelerating dramatically due in large part to the disruption brought about by digital transformation.

“The cool thing is that incumbents recognize that the same assets that can hold them back, can also be used to compete in a different guise,” Levie said. That means it’s not all gloom and doom, companies just have to start thinking much more creatively about their digital future and the effect that will have across the organization.

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The Art of Amazing Your Customers - 11 Powerful Customer Service Lessons - Linkis.com

The Art of Amazing Your Customers - 11 Powerful Customer Service Lessons - Linkis.com | Service and Satisfaction | Scoop.it

Being average means you are as close to the bottom as you are to the top. - John Wooden



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Giving Customer Service a Human Touch in Our Digital Age

Giving Customer Service a Human Touch in Our Digital Age | Service and Satisfaction | Scoop.it
In our increasingly digital age, a customer service human touch is necessary to building long-term customer relationships.

Via Vocalcom
Lee Sitch's insight:

In our digital age, customer service seems to be shifting constantly toward automation. Customers are saving time through self-service options such as IVR menus, finding answers on brand websites with FAQs, and, most recently, chatting with bots through messaging apps. Technology is indeed transforming the customer experience for greater efficiency, but what about the human touch? Certainly, there are still customer service agents behind these channels, but if customers cannot feel their presence, gain the reassurance of human support when needed, and feel understood as individuals, brand-customer relationships could suffer.

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Vocalcom's curator insight, August 11, 3:06 AM

In our digital age, customer service seems to be shifting constantly toward automation. Customers are saving time through self-service options such as IVR menus, finding answers on brand websites with FAQs, and, most recently, chatting with bots through messaging apps. Technology is indeed transforming the customer experience for greater efficiency, but what about the human touch? Certainly, there are still customer service agents behind these channels, but if customers cannot feel their presence, gain the reassurance of human support when needed, and feel understood as individuals, brand-customer relationships could suffer.

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The Three Most Important Questions to Ask About the Future of Customer Service


Via ESII Group
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Minimize the Need for Customer Service to Improve the Omnichannel UX

Contacting customer service often reflects on UX. To reduce such failures, understand the customer journey and support it through UI design.

Via Mario K. Sakata
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Rescooped by Lee Sitch from Digital Transformation of Businesses
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Digital transformation is disrupting everything... faster

Digital transformation is disrupting everything... faster | Service and Satisfaction | Scoop.it
Digital transformation is disrupting most industries, economies, jobs and lives faster than most people realise, Reinhold Karner says.
Technology and society are evolving faster than businesses can adjust. Such is the pace of innovation that it has become a challenge to any leadership – it’

Via Farid Mheir
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Farid Mheir's curator insight, July 11, 12:56 PM

Nice summary of the digital transformation and its impact on business.

Ken Feltman's curator insight, July 15, 8:46 AM
The Age of Disruption is upon us.
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Six Steps to Becoming a Truly Digital Business by Accenture

Six Steps to Becoming a Truly Digital Business by Accenture | Service and Satisfaction | Scoop.it
Read Accenture's report about becoming a true digital business, which requires much more than doing the same old things in different ways.

Via Farid Mheir
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Farid Mheir's curator insight, June 20, 10:43 AM

Accenture proposes 6 steps to transform a business into a digital one.

 

WHY THIS IS IMPORTANT

The very generic ladder that Accenture offers is very disappointing. It could be apply to pretty much any business problem and does not reflect any expertise in the digital area.This is sadly the state of the art in the digital transformation spaces: a lot of very nice words and change management techniques applied to the digital world. Nothing that really leverages specific technologies or approaches. NO wonder executives are sceptical about digital transformation and view it as a buzzword...

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The economic essentials of digital strategy | McKinsey & Company

The economic essentials of digital strategy | McKinsey & Company | Service and Satisfaction | Scoop.it
A supply-and-demand guide to digital disruption.
Via Stephane Leduc
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​The 3C’s of digital transformation

​The 3C’s of digital transformation | Service and Satisfaction | Scoop.it
Having the right capability, capacity and culture are the key to the success of digital transformation projects.
Via Stephane Leduc
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Businesses understand the ‘why’ of digital transformation, but not the ‘how’ | Information Age

Businesses understand the ‘why’ of digital transformation, but not the ‘how’ | Information Age | Service and Satisfaction | Scoop.it
Three in four enterprises plan to enable new digital business initiatives with investment in more modern infrastructure
Via Jesper Outzen
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How digital business disrupts the five forces of industry competition

How digital business disrupts the five forces of industry competition | Service and Satisfaction | Scoop.it
Exactly why is digital business so disruptive to traditional business models and traditional notions of industry competition? A useful way to analyze the situation is by looking at Porter’s model of the five forces of industry competition and exploring how digital business is impacting each of the various forces.

Via Karl Wabst
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Karl Wabst's curator insight, May 31, 1:48 AM

Mention digital business or digital transformation and the business folks tune out. Mention Porter's 5 Forces of Competition & most of the IT folks tune out. There is the problem in a nutshell. You need each other like peanut butter and jelly.

 

The big issue is not really technology or "business." In today's world, they go together. They are compliments, like peanut butter & jelly. Compliments, by the way, are often referred to as Porter's 6th Force. Use the Forces!

 

My point is, get outside of the traditional silos that limit your ability to see what is or may be coming.

 

Executives, start a reverse mentoring program. Yes, I have been told you do not want to talk to Millennials. It only hurts a little. Millennials, believe it or not, many executives once thought they were Hippies. You have more in common they either realize today.

 

IT staffers, take some business courses. Or, gasp, get an MBA. Business folks, stop accepting that technology is a magical black box. Take a class. Get certified in a technology field that matters to your industry. Oh my good God no!  

 

No, business is not driving the bus anymore. Your competition is not who you think it is. Customers have more bargaining power, and easy access to more substitutes than ever.  

 

Customers are friends, not food! Forget this and they will chew you up and move on. They are talking about you right now.  Listen to the mutterings of customers. Tomorrow, they may be gone. It is a big ocean! There are lots of customers you say. However, it costs a lot more to find new customers than it does to keep the current batch. Just do not feed them after midnight, or get them wet. *

 

* 2 old movie references in one paragraph. Finding Nemo and Gremlins in case you forgot. Sorry, it’s been a long weekend.

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The 10 Business Models of Digital Disruption (and how to respond to them)

The 10 Business Models of Digital Disruption (and how to respond to them) | Service and Satisfaction | Scoop.it

10 Hyper-Disruptive Business Models

The Subscription Model (Netflix, Dollar Shave Club, Apple Music) Disrupts through “lock-in” by taking a product or service that is traditionally purchased on an ad hoc basis, and locking-in repeat custom by charging a subscription fee for continued access to the product/service
The Freemium Model (Spotify, LinkedIn, Dropbox) Disrupts through digital sampling, where users pay for a basic service or product with their data or ‘eyeballs’, rather than money, and then charging to upgrade to the full offer. Works where marginal cost for extra units and distribution are lower than advertising revenue or the sale of personal data
The Marketplace Model (eBay, iTunes, App Store, Uber, AirBnB) Disrupts with the provision of a digital marketplace that brings together buyers and sellers directly, in return for a transaction or placement fee or commission
The Access-over-Ownership Model


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Strategy, not technology, drives digital transformation: Becoming a digitally mature enterprise

Strategy, not technology, drives digital transformation: Becoming a digitally mature enterprise | Service and Satisfaction | Scoop.it

What’s the most important driver of organizational digital maturity—social, mobile, analytics, or cloud? None of the above, according to the latest MIT Sloan Management Review and Deloitte digital business study.


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