Customer Service
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Lesson #216: Provide Multiple “Wins” Throughout the Customer Lifecycle

Lesson #216: Provide Multiple “Wins” Throughout the Customer Lifecycle | Customer Service | Scoop.it
If loyal, long-term customers are your goal, you need to romance them right from the star as a part of the customer lifecycle.
Colin Taylor TRG's insight:

creating 'wins' and pleasant surprises essential for superior #CustomerExperience - #custserv #custexp #cctr

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Embracing AI And Automation Can Make Your Job Better

Embracing AI And Automation Can Make Your Job Better | Customer Service | Scoop.it
By now, many people have heard of the impending “fourth industrial revolution,” and there’s more than a little trepidation surrounding the subject. Just as mechanization and the steam engine changed the landscape of manufacturing, the arrival of interconnected machine learning systems will inevitably transform the way products are made and sold.
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The Future Of Customer Experience: People Plus Technology

The Future Of Customer Experience: People Plus Technology | Customer Service | Scoop.it
There are often two camps when it comes to customer experience: those who think automation and technology is the future, and those who think humans will still perform every task. However, perhaps the most likely scenario is one championed by David Clarke, Global CxO & Experience Consulting Leader, Digital Principal at PwC, who believes future success in customer experience comes from a combination of people plus technology.
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Call Center

Call Center | Customer Service | Scoop.it

I understand from experience the life of a call center representative. Prior to moving into leadership, I started on the phones and as rewarding as that can be, there on the front-line taking ownership of issues and concerns and bringing resolution to them, without a doubt it is also a tough job. On top of fighting burnout and redundancy, team members have to try and prove themselves in an effort to grow their careers beyond the phone, sometimes in environments where there is no platform to effectively communicate with leadership..

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Kick-Ass Customer Service

Kick-Ass Customer Service | Customer Service | Scoop.it
If you’re like most people, you used the self-service option. Indeed, our data show an overwhelming preference for self-service: Across industries, fully 81% of all customers attempt to take care of matters themselves before reaching out to a live representative.
Colin Taylor TRG's insight:

Interesting read from HBR - It's no surprise that the average cost of live service interactions are increasing. With 81% of customers attempting to resolve issues themselves, this leaves and requires agents to deal with more complex issues. Happy employees deliver superior customer service so ensure you're training your staff right and providing a good work environment. 

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Customer Centric Leadership: Are You Investing in the Organisational “Ecosystem” or Your Personal “Egosystem”?

Customer Centric Leadership: Are You Investing in the Organisational “Ecosystem” or Your Personal “Egosystem”? | Customer Service | Scoop.it
What do you do if the organisation you work for or with does NOT have strong customer focused leadership?
How can followers become leaders in that case?
How can a CEO become a stronger customer focused leader, assuming he or she realises the need and is willing to try?
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AI Is Super-Charging The Customer Service World 

AI Is Super-Charging The Customer Service World  | Customer Service | Scoop.it
In the world we live in today, Artificial Intelligence (AI) is everywhere. Some of the places we experience it are very obvious, but sometimes AI is being used in ways we may not even realize. The question we face isn’t when AI will begin to play a role in our everyday lives because the answer is that it already is. Rather, we should be asking whether or not we are using it to its full capacity.
Colin Taylor TRG's insight:

90% of consumers want to use messaging to communicate with businesses, but less than half of the companies have what is needed to do so

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How AI Could Change Your Contact Centre

How AI Could Change Your Contact Centre | Customer Service | Scoop.it
The roar has become louder over the last 12 months. Artificial Intelligence (AI) is coming and it will change everything. It’s been a gift to editors, bloggers, Ted talk speakers and conference organisers.

Especially, for the easy headlines it generates amongst an audience which wants to know if bots are really ready to take jobs or will technology just help make form filling slightly less boring.

Everyone is at it. Amazon and Google are racing to fill consumer homes with devices that offer voice access to getting stuff done. The billion+ user sized messaging platforms are touting the promise of solutions using real people blended with bot power when times are busy or needs are simple enough to fulfil using automation.
Colin Taylor TRG's insight:

AI journey - the value of these technologies continue to evolve but there are still challenges being faced by developers. That said, the potential payoff id definitely there. These tools will take time before they can provide real value and earn the trust of customers. So, as companies adopt, they have to consider the risk factor.

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Wendy's embraces social media to connect with, learn about customers

Wendy's embraces social media to connect with, learn about customers | Customer Service | Scoop.it
Brand awareness via social media is a new thing for many companies.

Wendy’s program, however, received some serious validation this year — and it only cost the company some chicken nuggets.

Carter Wilkerson, a Nevada teen and chicken-nugget fan, became a Twitter sensation earlier this year with his now-famous tweet, “Yo @Wendys how many retweets for a year of free chicken nuggets.”
Colin Taylor TRG's insight:

Regardless of how the customer reaches out, including in various languages, this company provides human connection - this is a great example of the importance of consistency among different channels in the Contact Center. 

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How To Get More Customers To Take Your Surveys - Shep Hyken

How To Get More Customers To Take Your Surveys - Shep Hyken | Customer Service | Scoop.it
There is a place I get my car worked on. They do a great job. The repair center’s employees are friendly and knowledgeable. The car always comes back cleaner than when it goes in for service. This is the way business should be done.
Colin Taylor TRG's insight:

Shep makes some great points in the article on how to get more customer to take your surveys - an important measurement in understanding customer satisfaction. Speed and simplicity! 

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Customer Service Has a Data Problem

Customer Service Has a Data Problem | Customer Service | Scoop.it
In recent years, companies have invested heavily in customer service functions, adding stacks of new technologies to better understand just how their audiences tick. They’ve beefed up data collections and put advanced analytics, machine learning and other smart technologies to work trying to model customer behavior to help them do a better job solving customer problems proactively.
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When Customer Service Creates Customer Validation - Shep Hyken

When Customer Service Creates Customer Validation - Shep Hyken | Customer Service | Scoop.it
Direct interaction can come in many forms. It can be the traditional customer service team who fields questions and complaints. It can come through a customer simply calling, for any reason, to connect with someone inside the company. The customer may reach out to the company via social channels, a website, a text message – really any interaction with the company.
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Your Brand is Only as Strong as Your Weakest Link - Shep Hyken

Your Brand is Only as Strong as Your Weakest Link - Shep Hyken | Customer Service | Scoop.it
So, the other day I’m flying to a speaking engagement. While waiting for my flight to board I bought a yogurt parfait. After paying for it, I looked for a spoon. There were knives and forks, but no spoons. The little compartment next to the knives and forks was empty. I asked the cashier if they had any spoons. He pointed to where they weren’t. I told him they were out, and in an effort to get rid of me, he suggested that I could go to the restaurant next store and ask them for a spoon.
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What Makes Good Customer Service - Shep Hyken

What Makes Good Customer Service - Shep Hyken | Customer Service | Scoop.it
We cannot determine if we give good customer service. Only our customers can. In other words, it is our customers’ perceptions that determine if we’ve provided good or bad customer service. The customer acts as the judge and jury. As a business, we can only hope that our efforts are in line with our customers’ expectations. And, only our customers will determine if we have met or exceeded them.
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The five keys to a better customer service strategy

In the world of business, it is not so much what you offer that counts but how you offer it.

The way you satisfy your customers is what turns them into repeat buyers who deliver positive word-of-mouth messages about your brand to other people.
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Customer Contact Central

Customer Contact Central | Customer Service | Scoop.it

The short version of my story is this: At a recent conference, the client gave their speakers a gift – a backpack filled with swag that included fancy water bottles, fleece pull-overs and more. This wonderful gift was a little large to fit in my suitcase, so I decided to box it up and mail it to my office. 

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The Upside Of A Retail Apocalypse

The Upside Of A Retail Apocalypse | Customer Service | Scoop.it
Nearly 9,000 stores closed in 2017, but perhaps it’s all for the best. There’s a reason these stores are closing, and it’s because people don’t like shopping in malls or actual stores anymore. Instead of thinking of it as the end of the world, we should really be looking at this as the natural evolution of life and business. If stores can’t adapt with changing trends and technology, they will die of natural causes.
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It’s Showtime! - Shep Hyken

It’s Showtime! - Shep Hyken | Customer Service | Scoop.it
“It’s Showtime!” Those are typically the words you hear right before hitting the stage or when the cameras start to roll in the studio. However, for John Lewis, a high-end retail department store in the UK, the retail floor is the stage and the employees are the actors.

John Lewis is providing 322 employees, whom they refer to as “partners,” acting lessons at The Oxford Playhouse to help “teach them the art of outstanding service.” They are being taught the same lessons in voice and body language that actors are taught to help them create a better customer experience.
Colin Taylor TRG's insight:

Great point - the ability to communicate is paramount especially in regards to customer service. Teaching acting and improv techniques to employees can create confidence which will aid their ability to sell products and services to customers. 

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Stay Ahead of the Game with Enhanced Digital Customer Experience

Stay Ahead of the Game with Enhanced Digital Customer Experience | Customer Service | Scoop.it

In this digital age, customers expect a consistent experience that is seamless, intuitive and engaging across channels be it social, mobile or in person. These digitally evolved customers ask for information anytime, anywhere, superior digital products and services, multi-channel experience and personalized, contextual engagement.

Companies today understand how digital impacts their business. As the customer takes the driver seat, they are compelled to bring customer experience at the forefront for business growth. Companies are investing a lot of resources to gain an understanding of the Customer behavior, to be able to build digital products with enhanced customer experience."


Colin Taylor TRG's insight:

Seamless experience across channels - absolutely! Remember to ensure consistent customer service across these various channels. 

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The Customer Support Equation: Finding the Balance Between Humans and Bots | CustomerThink

The Customer Support Equation: Finding the Balance Between Humans and Bots | CustomerThink | Customer Service | Scoop.it
Artificial intelligence (AI) is deemed by many as the next big thing in customer support. The concept of intelligent data or pattern-driven automation is exciting and we are seeing organizations welcome it with open arms. In fact, a recent study by Oracle titled, “Can Virtual Experiences Replace Reality?” found that nearly 80 percent of business leaders plan to or have already implemented AI into their customer support solution by 2020.

However, this is not to say that we as consumers are ready to say goodbye to human customer service agents altogether. According to the 2016 Executive Report on Customer Experience from Call Center IQ, roughly nine in 10 consumers say live agent telephony is still their preferred communication channel.
Colin Taylor TRG's insight:

Well said - there is a need to find the balance in providing human interaction vs. chatbots and other forms of AI. As companies integrate these technologies including self service into their organization, the shift will leave remaining contacts challenging and difficult. This will increase agent skill required as organizations need to respond to the need for enhances skills and capabilities to solve advanced and complex customer challenges. 

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Echo-U: Top 5 Tips to Cope with Customer Service

Echo-U: Top 5 Tips to Cope with Customer Service | Customer Service | Scoop.it
Mandy Holford, director of customer services at Echo-U, shares her top five tips for any business preparing for Christmas on how to achieve customer satisfaction scores as high as those for Santa Claus himself.
Colin Taylor TRG's insight:

Here's some quick pointers on ensuring optimal customer satisfaction through the holiday shopping season. Focusing on your employees is key - ensure their wellness as happy employees are more likely to deliver superior customer experience. 

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The Value of Executive Management in Customer Service

The Value of Executive Management in Customer Service | Customer Service | Scoop.it
Best content around APIs Agent Empowerment selected by the Customer Contact Central community.
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5 Ways to Improve Your Customer Service Chat—Today! | CustomerThink

5 Ways to Improve Your Customer Service Chat—Today! | CustomerThink | Customer Service | Scoop.it
There are many modes of customer service (phone, in-person, email, etc.). But, when done well, chat is by far the best.

It reduces customer effort, increases customer satisfaction and answers customers’ questions quickly. Plus, it’s less costly than the phone, is more immediate than email, and it amplifies conversion by showing up on your website just when customers are about to bail.
Colin Taylor TRG's insight:

Chat or live chat can be a great channel for your organization depending on your organizational goals and customer demographics. Here's a good, quick read on improving the delivery of customer service chat. 

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Why is everyone so freaked out about automated customer service?

Why is everyone so freaked out about automated customer service? | Customer Service | Scoop.it
For years, I downplayed the use of automation in customer support. I did so because of all of the ways I've seen it used incorrectly, resulting in an awful customer experience. We all have horror stories about the automated phone tree we can't get through, or the chat bot that was completely useless and wouldn't connect you with a person. A personal touch is where it's at. Right?

Well, it's not that binary. Automation isn't always a bad experience, and talking to a real person isn't always a good experience. It all depends on how you execute
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How artificial intelligence can make the difference for customer service

How artificial intelligence can make the difference for customer service | Customer Service | Scoop.it
Scaremongering articles about artificial intelligence (AI) are easy to find, generating fear about job-losses in many sectors, particularly in customer-service.   

The reality however, may be more exciting than frightening, with the technology freeing customer-service agents from drudgery and boosting the role they play in the consumer journey. 
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What is the True Value of Customer Retention?

What is the True Value of Customer Retention? | Customer Service | Scoop.it

"Studies show that acquiring a new customer costs a business between four and 10 times more than it takes to retain a customer. This is caused by the amount of effort it takes to find, target and successfully sell a new consumer a product or service when compared to selling something to a customer who has already previously purchased something from a company. Econsultancy reports that 82% of companies they surveyed agreed that customer retention costs less to execute than customer acquisition. However, Econsultancy also found that companies were more focused on acquisition marketing. In addition, 63% of marketers surveyed by Kissmetrics stated that customer acquisition was the most important advertising goal for their company."

Colin Taylor TRG's insight:

We all know the benefits of Customer Retention, but do we understand the true value of this? Here's a good read and some great statistics to demonstrate the value of retention and loyalty. 

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