The great majority of Australians will tell friends and family to avoid a business if it does not handle their calls well, and two thirds will hang up and call a competing organisation if a customer service rep cannot answer all their questions over the phone.
What is customer engagement? Simple question, and one to which there is both a simple answer and no real answer.
Businesses are increasingly being urged to strive for the creation of an optimal customer experience, but just how much impact does this have on the things that matter: customer spending and customer loyalty?
Integrated marketing? According to one source it's an approach to marketing invented by an Australian. According to Wikipedia, it originated in the USA, but in reality is it anything more than stating the obvious?
The movement of contact centres to the cloud is set to turn into a stampede: 71 percent of UK contact centre decision makers in a recent survey said they were actively considering such a move or were more open to adopting cloud technology.
The world of marketing is forever spawning new buzzwords, new concepts and new approaches all designed to increase sales and keep customers happy. One that has gained currency recently is ‘next best offer’ or ‘next best action’.
Reporting recently on an interview with Telstra CEO, David Thodey, the Australian Financial Review pointed out that, in his five years as head of the company, Telstra's market capitalisation had doubled to $66 billion and the company's shares were at a nine-year high.
Blink and there's another new buzz phrase in enterprise IT; another category of applications designed to fill a perceived gap in the capabilities of the present plethora of products. Welcome to the world of 'smart process applications'.
Long gone are the days when voice was the sole means of company-customer contact. Voice has been supplemented with - and in some cases supplanted by - email, web chat, social media. ‘Call centres’ have morphed into ‘contact centres’, but are we underestimating the importance of voice contact and in particular how customers combine voice communication with other channels.
Once upon a time the organisational unit responsible for customer interactions was the call centre. That was when the telephone was the only means of customer communication other than snail-mail. With the proliferation of customer interaction technologies the call centre has morphed into the contact centre, but today, it seems, even that term is no longer adequate.
Once upon a time delivering a consistent customer experience was straightforward, because voice contact via the call centre dominated customer interaction channels. Those days are long gone, so spare a thought for the customer experience officer who has to cope with this brave new world.
Did you know that 86 percent of your customers could stop doing business with you because of a single bad customer service experience? Or that 60 percent of customers would be happy to pay your more if you gave them a better customer experience?
We are, the pundits tell us, on the cusp of a new era that of ‘The Internet of Things’, or as networking giant Cisco likes to say, “The Internet of Everything”. The predictions are that, by 2020, there will be some 30 billion connected devices on the planet, and yes that includes washing machines.
“Engaged customers are usually better advocates of the brand and are more loyal and more profitable,” says research firm Gartner. That’s hardly rocket science. However achieving high levels of engagement is quite a challenge, and it needs company-wide engagement, according to Gartner.
Did you know that waiting on hold and not being able to get through to an agent are the single most common complaints made about contact centres - according to a recent survey of contact centre customers by Choice magazine?
The new mantra in the world of customer service, marketing and indeed corporate strategy from the CEO downwards is that customers rule! OK.
The Office of The Australian Information Commissioner (OAIC) is the Government body responsible for administering and enforcing the new privacy legislation that came into effect on 12 March. It has provided details of how it intends to carry out its enforcement role.
McKinsey & Co has a very interesting calculation in a recent article on customer service. If there are six steps in your customer journey - the example it uses is somebody signing up for a pay TV service to the point of getting their first bill - and the satisfaction rate for each interaction is 95 percent then 25 percent of your customers will be dissatisfied with the process overall. Scary eh?
Research firm Frost & Sullivan says momentum in Australia’s contact centre applications market is shifting towards hosted and cloud-based solutions as vendors of on-premise systems struggle.
You might link that if you really serve you customers well they will remain loyal. Not so, argues software company Verint. It requires a consistent, systematic and focussed approach directed specifically to that end.
Companies have long emphasised the importance of touchpoints—the many occasions when customers interact with an organisation on their way to purchase, and after - when striving for a good customer experience. This Harvard Business Review article argues that a focus on delivering an optimal experience at these touchpoints overlooks the bigger and more important picture: the customer’s end-to-end journey.
- Clearing cloud centre confusion
- Plenty of pitfalls in new privacy legislation
- Why Customer Relationship Management is not enough
- BI brings big benefits to contact centres
- Quantifying the ROI on investments in customer service
- Retaining contact centre staff: a new look at an old problem
- Three pillars of great customer experience
- Gartner tips rapid rise of hybrid cloud
- The multibillion cost of customer disloyalty
- How many channels does it take to manage a customer?
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