5 Things That Are Killing Your Customer Experience

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Companies must realize that a key aspect of getting repeat business is customer experience. It takes a daily effort and hard work, in order to earn business and maintain relationships with your customers. Blake Morgan, says usually once a company has a customer, they are not willing to deal with what it takes to manage that relationship. Morgan explains, how companies are in a relationship with its customers, and relationships take work. Customer experience is a way companies can differentiate from competitors; don’t let poor customer experiences bring your brand down. Check out the rest of the article for what Morgan says, are 5 customer experience killers.

Read the full article at forbes.com.

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6 Things Every CEO Should Know about Customer Service

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In this post Tricia Morris shares 6 things all CEO’s should know and understand about customer service:
1. It’s a challenging role
– Customer service is the voice of your brand and many times, the first impression of it post sale.
– According to Aspect Consumer Experience Survey, 76% of consumers surveyed view customer service as the true test of how much a company values them.
2. If it’s considered a cost center, you’re probably doing it wrong.
– According to NewVoiceMedia, U.S. companies lose an estimated $41 billion alone each year due to poor customer service.
3. It’s a brand and CEO differentiator when you’re doing it right.
4. It’s where most customers end their purchase or relationship, if they have a bad experience.
– In a recent State of Multichannel Customer Service Survey commissioned by Parature, from Microsoft, 65% of 1,000 consumers surveyed said they’ve cut ties with a brand over a single poor customer service experience.
5. It requires an investment in the right people and the right resources.
– According to the most recent Gallup State of the American Workplace report, “When organizations successfully engage both their employees and their customers they experience a 240% boost in performance
6. Everyone, including the CEO, should be a customer service representative

Read the full article at business2community.com.

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How to Increase Customer Engagement Just By Doing Customer Service Right

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Companies must recognize that whether they are selling a product or a service, they must utilize customer service to support their sales. Customer service offers opportunities to engage clients and meet expectations, therefore companies must strive to create greater engagement; utilizing the resources and tools they already have. Although decision makers are searching for and inventing new ways/tools for boosting customer engagement, Maria Lebed says, simplicity is the key for greater performance and greater results. Lebed also describes ways companies can look at how the business is organized and functioning in order to find what can be done better; optimizing current procedures. If you want to create a stronger bond with your clients and prospects, take a look at how you are delivering customer service right now. Three ways to do this include:
1. Make it convenient for customers to get customer service
– According to CEB Tower Group research: 84% of customers, when approaching customer service are focused on successful resolution of their problem.
2. Make sure customer service initiatives are consistent through all levels of the team
– Misalignment between different levels of the teams, leads to many lost opportunities.
3. Pay attention to the customers’ data you are gathering and how you are using it
– To create trust with customers, and inspire them to conduct business with your company, it is necessary to maintain the right balance between collecting customers’ personal information, and keeping their interactions with you simple and non-obtrusive

Read the full article at business2community.com.

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Don’t just be consistent: Be relevant

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Otto Hektor says marketing teams must reach consumers across every channel, on all the devices they use, and wherever they are. Furthermore, marketers must make sure the messaging on every channel reflects the true core of the brand, and that each execution adheres to brand guidelines: in look, feel, and tone. The key according to Hektor, is delivering a relevant experience on each channel, and in each moment. Being truly relevant in omnichannel means, giving consumers the ability to choose whatever channels they want to interact with – through the places and devices they use – and delivering a convenient experience, that resonates with whatever is happening at that moment. Providing a seamless omnichannel experience, that is not predictable/boring to the consumer, means becoming comfortable with bringing different executions of the same idea to different touch points. Hektor suggests that companies:
• Reveal their personality: brands with true personality enrich consumers’ lives through experiences that are fresh, engaging, and in the moment.
• Make a scene: encourage consumers to download apps and use other devices to enhance interactions, giving customers a reason to explore the brand’s product/service offerings.
• Curate and connect: notice trends taking place in the industry, an example is: consumers are increasingly communicating through pictures, not words, utilizing likes and offerings such as “Like2buy”
• Deliver surprise: because the goal isn’t to deliver static, predictable experiences, the goal is to tap into the variety surprise, and wonder of everyday life.

Read the full article at imediaconnection.com.

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How Customer Expectations Pressure Companies

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When customers expect immediate responses, high level services, and 60% of brands are finding it difficult to please their customers, there is a need for a company like Satisfi to offer real time customer service solutions. Our platform, assists companies in creating a smooth, unified customer experience; across multiple communication channels. Check out the slideshow by Dennis McCafferty to see how customer expectations are pressuring companies, and why there is a need for the platforms Satisfi offers.

See full slideshow at baselinemag.com.

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In-store Personalization: How to Maximize 5 Crucial Consumer Touch Points

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Everyday it is becoming increasingly more critical for brands to meet consumer expectations, across multiple touch points, and serve their ever changing needs: preferences, and in-store behaviors. In this post Devika Girish talks about how personalization has evolved from a nice-to-have retail strategy, to a must-do mandate; that may be more effective at attracting customers than price-cutting. Consumers today, are actively seeking out brands that not only are authentic and act on their promises, but also offer genuine value adding services. According to a recent Adobe survey, 71% of consumers reported that they like receiving personalized offers, but 20% said these offers are not well done, and another 20% felt that today’s personalization strategies are becoming too intrusive. Girish goes on to list the most common consumer touch points (including physical and digital elements, as well as points involving both technology and people) to help get a better picture of personalization from an in-store perspective; her list includes:
1. Mobile Apps: Engage customers with interactive content: personalized product recommendations, and push notifications based on in-store location and behavior.
2. Sales Associates
3. In-Store Marketing: By having an in-store intelligence platform in place (beacons), retailers can turn rich customer data into actionable information; by identifying in-store patterns that can help promote sales
4. Customer Loyalty Program: Intertwine technological tools with engaging loyalty programs that meet the everyday needs/preferences of consumers.
5. Targeted Marketing Campaigns: Personalization based on information that retailers gather from various channels and in-store, such as: visit frequencies, dwell times, past purchases, and so on.

Read the full article at linkedin.com.

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6 Best Practices for implementing In-store Personalization in 2015

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Today’s consumers are hyper-connected, want to conduct business on their terms, and interact with companies across many different channels. In order to meet these expectations it is critical for brands to understand all consumer preferences, and in-store behaviors. In this post Devika Girish describes how ecommerce has shown us that communication with customers must be timely, relevant, and personalized; in order to enhance customer loyalty and engagement. According to a recent survey by Accenture, nearly 60% of U.S consumers agreed that they want a more personalized shopping experience, with real-time promotions/offers. Check out the rest of the post to see how to implement a successful in-store personalization strategy and boost sales.

Read the full article at blog.beaconstac.com.

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5 Questions You Need to Ask About Your Omnichannel Customer Experience

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According to Dimension Data, 74% of businesses are eager to differentiate themselves based on customer experience. In order to accomplish this companies must consider what kind of experiences their consumers desire. In this article Elias Parker talks about how, whether we admit it or not, today’s customer experience is all about omnichannel. Although omnichannel is a relatively straightforward concept, implementing it is decidedly less so, because an omnichannel experience is not just about having multiple channels. It’s about making sure those channels all work together. Parker says that customer service managers must ensure that service channels are connected, integrated, and consistent. Unfortunately, 80% of companies haven’t integrated their communication across channels, which means there is a massive disconnect between supply and demand for ominichannel experiences. Check out the rest of the article for the 5 questions, Parker says you must ask yourselves to ensure you are getting the most out of your customer service channels.

Read the full article at business2community.com.

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How the Internet of Things will transform customer interaction

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The meteoric rise of connected devices will transform every area of customers’ lives- so, how can we use their data to give them a better experience?

According to Cisco, in the last year alone, some 4 billion mobile devices have come online; Intel predicts that number can reach as high as 200 billion in less than five years. In this post Chloe Green talks about ways IoT will change customer interaction. A key value in advancing technology is, the offering of more enriching experiences and more personalized engagements. Green goes on to describe, how IoT strategies must have an understanding of what is, and what isn’t important: in terms of gaining information from the consumer. The digital world is converging with the physical world, and this emerging practice, known as the Internet of Things (IoT), represents the next era of customer analytics. Companies must utilize IoT as a platform for connecting people, objects, and environments to serve, inform, and enable: visibility, engagement, and innovation.

Read the full article at inormation-age.com.

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21 Compelling Social Media Marketing Stats You Can’t Afford To Ignore In (2015)

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In this article Kim George shares 21 stats about social media marketing, that business can’t afford to ignore. Social media is important for businesses regardless of size, for many reasons. It offers a free way for companies to market their business and reach billions of consumers. It also offers easy ways to connect with potential customers, across multiple communication channels. Check out the rest of the article to see the impressive stats George shares, all of which should be seriously considered.

Read the full article at business2community.com.

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