24-7 Intouch - ContactCenterWorld.com Blog
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24-7 Intouch is proud to announce and welcome Kim McMiller as the Company’s new Vice President of Customer Experience. McMiller will lead the Consumer Packaged Goods and Restaurant industry as her primary verticals, supporting existing customer relationships, including implementation, revenue streams and transforming voice of the agent information into actionable customer insights.
McMiller brings over 28 years of business experience in the customer service industry, with expertise in special situations management, process improvement, global operations, customer relationship management, and social media engagement. Her most recent role was at Kraft Foods as an Associate Director, where she led an internal team comprised of Training/Telecom, Knowledge Management, Escalation, Social Media and oversight of the contact center outsource partners.
“I am thrilled to be part of the 24-7 Intouch family,” said McMiller. “My entire career has been spent in the customer service industry and I look forward to continuing that tradition by providing innovative solutions to our current and future customers.”
McMiller is a long-standing, active member of the Society of Consumer Affairs Professionals in Business (SOCAP International), where she has held several roles, including National Board Chair, Board Advisor, Committee Chair and Chicago Chapter Board Chair. She is also a director on the Board for the Greater South Loop Association as well as director for the State Place Association Board.
McMiller earned her Bachelor of Arts degree in Journalism from Western Illinois University.
Publish Date: July 18, 2016 5:00 AM
Recently a friend of mine left for a year-long internship program at the most magical place on earth – Disney World. Tracking his adventures through social media, I was reminded of my own amazing experiences and the consistent agreement of everyone else who visits the park. This got me thinking; Disney isn’t extraordinary because of luck or timing — they’re extraordinary because of the effort they put into delighting customers. Their ability to exceed guest expectations can be attributed to their keen attention to detail. By reimagining the customer experience from their consumers’ shoes and designing it across all touch points, Disney differentiates their brand as a customer experience leader.
Disney teaches an important lesson in today’s customer experience world; it’s not enough to be just satisfactory, you have to push to be successful. While reinventing your own customer experience strategy, here are a few key ideas to keep in mind:
Customers Expect More
In a recent study, 93% of CEO’s reported that consumer expectations were significantly higher than they were three years ago. This rise of expectations comes with the expansion of the mobile revolution. Globally, the number of mobile users has quickly surpassed desktop users and is now nearing 2 billion. Customers have become accustomed to getting what they want at the touch of their fingertips. The same tactics that worked three years ago are no longer effective. By providing social media and text solutions, businesses can stay current and relevant in consumers minds. In fact, 77% of consumers aged 18-34 are more likely to have a positive perception of a company that offers text solutions.
It’s Not All About The Product
In the past, consumers bought from a business on the sole basis of the product; however, companies now expect to compete mostly on customer experience. The difference between adequate and amazing customer experience lies in providing effective customer support. Businesses that want to succeed in customer experience will select customer support agents that are passionate about their business, creating brand ambassadors for their company and improving customer retention. By taking steps to provide a transparent, open culture as well as a fun work environment, businesses can engage their agents and in turn, provide a better customer experience. When outsourcing customer service, successful businesses will work together with their outsourcer to build a training program around the client’s brand. The full cultural alignment allows for agents to be more engaged in their work and prideful of the brand they work for.
Customer Support is Key
Since customer support agents are the frontline for communicating with your customers, they must have the correct training that reflects your brand. Consumers become frustrated when being tied to a phone or computer, so making sure agents know how to effectively and efficiently solve problems is necessary. By providing mentorship programs to continually teach agents, they will be adequately equipped to answer consumers’ growing questions.
In today’s world, customer experience determines whether a company will find success or not. In order to flourish as a business, your foundation must be deeply rooted in customer care. At Disney World, every phone call with a customer support agent ends with “Have a Magical Day”, showing that even implementing a small change can make a large difference in creating a more positive experience.
Publish Date: June 28, 2016 5:00 AM
24-7 Intouch is once again the title sponsor of the second annual Mark Scheifele Golf Tournament in support of KidSport Winnipeg. The golf tournament will be held on June 27, 2016 at Niakwa Golf and Country Club.
“We are very excited to participate again in Mark’s golf tournament,” said Carmyn Aleshka, Director of Philanthropy at 24-7 Intouch. “We love supporting initiatives that directly impact our community; it’s a way to help all families benefit from the positive impact of sport. We look forward to the event and support Mark’s passion to help give access to hockey and other sports to more kids in Winnipeg.”
KidSport™ is national charity administered by Sport Manitoba that helps to remove barriers and assist less fortunate children participate in sport – so all kids can play.
“Last year’s tournament was a lot of fun and I had a great time on course meeting everybody ,” said Scheifele, who is entering his fifth season with the Winnipeg Jets. “I’m sure this year’s classic will be a memorable experience for all the golfers, athletes and sponsors who will participate and it’s really rewarding to know that the funds raised are helping meet the needs of families and that so many kids in the community will be helped by this event.”
Scheifele’s inaugural 2015 golf tournament and hockey camp raised over $80,000 for KidSport Winnipeg.
KidSport™ is a national not-for-profit organization that provides financial assistance for registration fees and equipment to kids aged 18 and under. Through a confidential application process we provide grants so they can play a season of sport. Nationally, KidSport™ is comprised of a network of 11 provincial/territorial KidSport chapters and 178 community KidSport chapters. Since its creation in 1993, over 530,000 kids across the country have been given the chance to play sport throughKidSport™ grants and sport introduction programming.
Publish Date: June 23, 2016 5:00 AM
Not only is a social brand page a place for customers to find current information, it also provides the perfect opportunity to engage with fans and answer any questions they may have. Many customers have used social media to reach out regarding a service inquiry. There are even instances of customers who intended to do business with a brand, but decided not to after a poor service interaction. What’s more crucial than losing one customer through a poor interaction, is having to deal with the spread of the circumstance to others, via word-of-mouth.
The social space should be used to answer any questions, address complaints, and even thank customers for praise. Customers will love the attention they receive, or that others receive, and it will only help to strengthen brand loyalty. Once a strong social presence has been established, brands can start to develop their own loyalty rewards programs.
Here are some best practices:
Coordinate Your Loyalty Program With Your Social Media Strategy
This will ensure the largest audience possible is reached, but also satisfy those customers who use social media as their preferred channel to communicate in. Social media can be used as an informative tool, where customers can go to learn any updates, stipulations, or new additions to the rewards program.
Inform Your Customers Through Online Communities
Communicating to your customers through social media can become a mandatory part of the loyalty program. Whether through a type of game or something as simple as ‘liking’ the brand’s Facebook page, the currency of the associated program can be awarded to participants according to set rules or guidelines. When properly planned and executed, loyalty programs involving social media can strengthen ties with customers and develop long-term fan engagement.
Make Your Loyalty Program a Priority With Your Employees
As important as it is to reinforce loyalty with customers, it is also important to make it a priority amongst employees. Occasionally, training or even daily workflow can become stagnant and ineffective and gamification techniques can be used to motivate employees. Gamification is a term used to describe instances where game-like tendencies are applied to non-game environments such as offering rewards for employees who achieve high results. Online networks can be used to make training a fun process to be a part of and to determine which agents will be rewarded for their success. People feed off of competition, so spark some to ensure employees buy into the values and processes of the company. If this task seems daunting, there are companies in place that can help.
No matter how a program is developed, always keep customers in mind and make them the focus of everything that is done. By having a strategic focus on loyalty, tailoring messaging according to customer groups and channels, and rewarding customers and employees in an engaging, innovative way, it is possible to create a sense of community and brand recognition so electric that it will justify the initial investment.
Publish Date: June 21, 2016 5:00 AM
24-7 Intouch is proud to announce it will continue its global scale growth with its expansion to Jamaica.
This will be the 13th contact center facility for the company, who currently operates in the United States, Canada, Guatemala, India and the Philippines.
The newly renovated facility is located in Montego Bay. It will also emulate the corporate culture, client branding and unique design elements of 24-7 Intouch’s current sites.
“We are very excited to be able to continue to grow with our current and prospective clients by expanding into Jamaica,” said Greg Fettes, President & CEO of 24-7 Intouch. “It is an established contact center market, and we are looking forward to bringing our innovative solutions to the area.”
Jamaica has the largest English-speaking population in the Caribbean, and the third largest in the Americas, behind the US and Canada. The contact center industry currently employs over 15,000 people in the country.
In February, the company announced plans for expansion into Asia with a brand new facility in the Philippines.
The new Jamaica facility is set to open in June, 2016.
Publish Date: June 20, 2016 5:00 AM
24-7 Intouch has ranked in TMC’s CUSTOMER 31st Annual Top 50 Contact Center Outsourcing Ranking, recognizing it as a top contact center in six categories.
24-7 Intouch also ranked in the Interactive category which includes digital channels such as live chat and social media. Additionally, the company was ranked in Outbound International, Inbound International and Inbound Domestic categories.
“We are thrilled to once again be recognized for our outstanding performance in these categories,” said Greg Fettes, President and CEO of 24-7 Intouch. “As we continue to expand into new markets globally, we will strive maintain exceptional quality and value with our clients in all aspects of our organization.”
2016 marks the 10th consecutive year the company has ranked in the Top 50 Teleservices Agencies.
“The editors of CUSTOMER have ranked 24-7 Intouch as a Top 50 outsourced contact center agency. 24-7 Intouch documented through verification letters from their telecommunications carriers, that they are one of the largest outsourced call center providers in the industry,” said Rich Tehrani, CEO, TMC. “This ranking is truly the benchmark for choosing large-size, large-capacity contact center services.”
The Top 50 Contact Center Outsourcing Ranking recognizes the top inbound and outbound teleservices agencies, both domestic and international, as well as interactive inbound. Teleservices agencies are ranked for being the largest agencies in the industry as measured by the amount of billable teleservices minutes completed between November 1, 2014 and October 31, 2015.
The Top 50 Contact Center Outsourcing Global, Inbound, Outbound and Interactive rankings are published online and in the June 2016 issue of CUSTOMER magazine.
About CUSTOMER Magazine
Since 1982, CUSTOMER magazine has been the voice of the call/contact center, CRM and teleservices industries. CUSTOMER has helped the industry germinate, grow, mature and prosper. CUSTOMER has served as THE leading publication in helping the industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry. CUSTOMER reaches 250,000 readers every month. Please visit www.customer.tmcnet.com.
TMC is a global, integrated media company that supports clients’ goals by building communities in print, online, and face to face. TMC publishes multiple magazines including Cloud Computing, IoT Evolution, CUSTOMER and Internet Telephony. TMCnet is the leading source of news and articles for the communications and technology industries, and is read by as many as one million unique visitors monthly. TMC produces a variety of trade events, including ITEXPO, the world’s leading B2B communications event, as well as industry events: Asterisk World, AstriCon, CVx ChannelVision Expo, DevCon5 – HTML5 & Mobile App Developers Conference, IoT Evolution Expo, Real Time Communications Expo, All About the API Conference, and more. Visit TMC Events for additional information. Please visit www.tmcnet.com.
Publish Date: June 14, 2016 5:00 AM
Negative comments are the biggest fear for companies when considering launching a social media community. Even with an active site, many brands ignore negative posts, allowing them to fester into a snowball of complaints; creating an unsafe and unhappy environment for the rest of the members. Unfortunately, negative comments are inescapable. By not dealing with criticism head-on, communities will quickly degrade, creating further marketing disasters and demeaning the original purpose of creating the community.
Developing Your Negativity Plan
How to deal with these various forms of negativity must be outlined in your Negativity Action Plan. When creating this plan, keep the following in mind:
There is no one right method to deal with negative comments; every brand will have a different approach. By being an active participant in the conversation, you can mitigate other negative comments and sometimes even change the sentiment of the entire conversation. If your moderator displays an emphatic, friendly and consistent tone, others will follow.
Publish Date: June 2, 2016 5:00 AM
While we pride ourselves on financial discipline and efficiency, we are proud that we judge our success on more than just making money. Our people, partnerships and the communities we live and work in are very important to us and because of this we invest considerable resources into all three, which has immeasurable impact within our organization and with our partners. Whether it’s the cool work environments we create, the innovative culture we foster, or the time we give back to the communities we represent, these investments define who we are as an organization and are more important than the bottom line.
Investment in Our Partnerships
The priority of our organization is our clients, and as such we obsess over them. We listen to what our partners say and don’t say, and do our best to understand every detail we can about their culture and customers. Add in our collaborative, branded workspaces, and it enables our agents to feel like an extension of our client’s team. We have also invested and have developed deep expertise in leading technologies, allowing our team to improve our clients’ customer experiences and create efficiencies leading to significant ROI for our partners.
Investment in Our Communities
We are actively engaged in our community. We donate time, energy, and money, and often work with our colleagues servicing various charitable or philanthropic programs throughout our locations. Community investment is a core philosophy of our company, and we encourage and empower our people to get involved, which brings our team together creating lasting bonds that are hard to break. The culture of giving back rings throughout our organization and has provided another dimension for our team to come together and share experiences that go beyond just business.
Investment in Our People
We know that to be a great company, you need to have exceptional people, and we invest considerable time and mind-space into ensuring that we hire and do right by our people. From investing in our facilities, fostering an environment of collaboration, compassion, and recognition, to having a real open office concept, and practicing what we preach, we believe we have created an awesome place to work. Striking a balance between the work hard play hard cliche is in practice very difficult to accomplish, but this is certainly something we hope we have achieved and I attribute that to the care and energy we put into thinking about our people, not only the dollars invested.
When we look in the mirror, we want to be more than just be a business that achieves financial success. We obsessively want to do great work for our partners, be an awesome place to work, and give back to the communities that we are apart of… and why we judge our success by more than just money.
Publish Date: May 31, 2016 5:00 AM
Similar to social media accounts, text messaging or Short Messaging Service (SMS) feels more personal to consumers. Unlike email addresses, phone numbers are still a personal piece of trust that people share with great cautiousness. Therefore it is important that when a company chooses to engage in customer service via SMS, a communication strategy be in place. If done properly, SMS campaigns can build a strong relationship with your customer base.
Some best practices when launching a new SMS solution platform are:
Always ask for permission. Even if your customers request to receive SMS, do not assume you can text them with every marketing and sales message you have. Texting should be used to avoid calling or emailing, often because consumers are looking for a quick answer in the moment. Therefore, don’t send that unsolicited survey, or you will find yourself with annoyed customers.
Provide an easy opt-out. Make it simple and obvious for a person to stop receiving SMS communication from your company. Even if customers requested that you text them, regularly ask them if they would like to continue receiving these messages.
Be friendly & professional. SMS is another extension of your brand voice. Make sure your tone is friendly, upbeat, and always communicate effectively and professionally. Also contrary to popular demand, avoid emojis or textese (LOL, TTYL, OMG).
Be ready to switch channels. If it’s clear that the conversation isn’t moving toward a resolution, consider calling the customer. You already have the phone number available.
Respond quickly. Customers expect a response to their SMS within the hour. You can also set up simple autoresponders that let the customer know you’re investigating to acknowledge that their message has been received.
Publish Date: May 26, 2016 5:00 AM
Consumer habits are changing, and meeting their expectations for the way they prefer to be communicated to is imperative for success. The ability to connect anytime, anywhere and to provide a service that meets this need is a game changer. Text messaging solutions allow companies to do just that.
According to a study by HeyWire Business, three-quarters of consumers said they would rather text with a customer support agent than through social media. This demonstrates that while social media is typically used for venting frustration in customer service, consumers want a more personal, flexible response. Not to mention, it’s a lot more efficient and cost-effective for brands as well.
Simple requests, such as product reorders, password resets, and shipment tracking are all activities that can be handled quickly, without needing to speak to a customer service representative. SMS solutions also allow for agents to handle multiple text interactions all on one screen. This helps by increasing agent capacity, making multitasking easier and more efficient, which ultimately leads to reduced costs. Finally, SMS messaging makes it easy to view and access the history of each conversation, which helps to personalize the customer experience and tailor the conversation to create a loyal customers and brand ambassadors.
Allowing customers to text your contact center is a start, but integrating their personal data to craft a personalized experience via SMS message is next level service. Here are some ways different industries are incorporating text messaging:
To deliver better customer experiences to global online and mobile shoppers, retailers can use SMS notifications to help shoppers stay up to date on shipping confirmations, updates, tracking information, and delivery alerts. Simple notifications like, “Your package will be delivered today. Expected time: 2:00pm Local,” will allow retailers to see a significant increase in positive customer experiences and positive brand image with enhanced visibility to orders and products. Another way retailers can also increase loyalty and new customer acquisition is by texting coupons, program rewards and sale notifications to consumers while they shop in store or as they roll-out to the public.
To quickly deliver information in a highly responsive way, hotels can integrate SMS to deliver welcome notifications to guests 24 hours prior to their check-in. These messages can also include information regarding sightseeing options, real-time weather, resort contact details, and more. Guests can also send text messages such as, “Please give me the resort address for my Lyft Driver,” and will promptly receive a message back with the correct information. The benefits of incorporating an SMS solution into this industry include an improvement in average response rate, and overall awareness and guest experience. Also, who doesn’t want to never have to carry printouts of contact and hotel information again while travelling?
Consumer Packaged Goods
Food and Beverage companies can ensure product quality and fast resolution of issues by allowing their customers to text photos of the products they are experiencing issues with for immediate feedback. Brands can gain better insights into how best to solve issues and if it is a wider spread quality problem. If it is a quality problem and a product recall notification needs to be communicated, this can also be done through outbound SMS messaging as well to ensure communication is widespread.
Brands that implement a text messaging solution are sure to demonstrate a commitment to understanding their customer’s growing needs and technology demands, all while reducing costs, driving loyalty, and staying ahead of their competition.
Publish Date: May 24, 2016 5:00 AM
Social media communities, such as your Facebook page or community forum, can provide great advantages to a brand. By encouraging user-generated content, companies are able to build trust with their customers, increase brand presence through enhanced search results, drive sales opportunities and reduce support costs by sharing public responses.
Yet, maintaining a healthy and positive community is an ongoing challenge. With any public forum comes an assortment of voices – raving fans, irate customers, brand ambassadors and spammers. A positive and safe community is not natural, but one that is well moderated.
Community Moderation plays a critical role in fostering a healthy and positive environment. In addition to the day-to-day management of content and customer engagement, your community professionals function as the front line, actively managing abuse and negativity, and escalating critical issues. A positive community is formed by dealing with negativity head-on, in a consistent manner.
The official role of your moderator is to maintain a healthy and positive community. This means keeping content safe from abuse and negativity, participating in the conversation, and managing the overall tone. To meet your expectations, you must set your moderators up for success by:
Taking the time to develop a clear set of guidelines and policies that outline how your brand will handle sensitive situations and what a positive outcome should look like. This strategy will be lead by marketing and PR, but involve all teams including customer service, legal and your executive management team.
Train your moderators to be champions of your brand, but also identify how to manage community tone and health. To ensure consistency and coverage, consider working with a third party who can deliver on your community management.
Be dynamic and embrace the evolution of social media. Things change quickly in this channel and you must stay up to date to ensure you are prepared for a critical situation.
Negativity and abuse will always occur in the public space. You can focus on developing a healthy community by dealing with both directly. The result will be dynamic user content, an engaged community of customers and fans, and an overall positive sentiment towards your brand.
Publish Date: May 18, 2016 5:00 AM
We often use the philosophy “Learn, Unlearn” to ensure we are delivering the highest quality in every aspect of our business. Immersing ourselves in the unique culture of our clients is an important part of what we do at 24-7 Intouch. We know that brand and culture alignment is especially important during our initial implementation and training process.
With every new client, we start with a blank slate as to what their expectations are. We sit down together and learn everything there is to know about their business, as well as share our expertise in order to come up with the best training plan possible. By the end of the planning process, we have fully absorbed the important elements of the client’s culture and brand. It’s what makes us different and successful.
Here is where the “Learn, Unlearn” comes in. Obviously every company’s culture and brand voice is completely different from one another. In order to create a unique experience for every client, we must completely unlearn what we have developed for the previous client. We customize a new solution for every brand that joins our family. So we unlearn, then learn again. This is a process we are continually perfecting, and a mantra that we remember whenever meeting with a new account.
As much as it is important for us to “Learn, Unlearn”, it is also important to hang on to certain elements and strategies we have created along the way that may be beneficial for new brands. We have had the opportunity to learn so many great best practices while working with our clients, and each experience has challenged us to evolve and improve. We are always excited to share our knowledge with our clients to help them improve their operations and set them up for success.
Publish Date: May 10, 2016 5:00 AM
24-7 Intouch is thrilled to be a sponsor of the first annual Shoptalk, The Next Gen Commerce Event May 15-18, 2016 at Aria Las Vegas! Shoptalk’s goal is to bring together a community of commerce innovators and redefine how customers discover, shop and buy.
With over 2,600 attendees, including over 360 CEOs and amazing keynote speakers, the conference is sure to be phenomenal. The talk tracks will be heavily focused on technology, and the rapid changes in how people are consuming media.
“24-7 intouch is always looking to be innovative with our solutions for retail, and Shoptalk is the perfect place to explore the latest technologies”, says Brent Stevenson, SVP of Sales and Marketing at 24-7 Intouch. “Our retail clients are always at the forefront of the industry, and keeping up with their fast pace is something we are always conscious of doing.”
The 24-7 Intouch team will have a table on ‘Main Street’ which with be open intermittently throughout the conference.
With 3,000 attendees, including more than 375 CEOs, from over 1,250 companies, Shoptalk is one of the largest Retail and Ecommerce Events. Shoptalk attracts a senior audience with more than 30% C-level executives and 25% EVPs, SVPs and VPs. It’s an unprecedented gathering of individuals and companies reshaping how consumers discover, shop and buy. It provides a unique platform for large retailers and brands, startups, tech companies and investors to come together in an open and friendly environment. Shoptalk will be held on May 15-18, 2016 at the Aria in Las Vegas. For more information, visit www.shoptalk.com.
Publish Date: May 2, 2016 5:00 AM
Although it is easy to define a workplace by location, aesthetics and perks, it really is about the people. Let’s face it, no one loves their job ALL the time, but as business leaders we need to create an environment where employees feel challenged and appreciated. We want our employees to think about work life integration, the idea of blending what you do personally and professionally to make both work. By integrating work and life, we create more shareable moments, building relationships that are loyal, helpful and invested in your business.
With Gen-Y and Millennials being the majority of our workforce, we have been focused on supporting their work-life integration with the following in mind:
Workspaces – Younger team members don’t want to be tied to a desk. Even when the job requires focus and quiet, there are ways to incorporate inspiring and dynamic workspaces to inspire them.
Passion – Gen Y and Millennials are passionate about shared experiences. They want to be engaged at work and proud of the role they play. By mirroring the culture and brand voice of our clients, we are able to achieve this with our agents. Finding the right agent for the right account is import, but keeping them passionate about it is critical to their overall success.
Feedback – Consistent reviews are key to ensuring Millennials know where they stand. As they look forward at their careers, then want to be aligned what their expectations are and how to achieve them.
Cohesive Teams – Creating an environment where they feel empowered to do their job well is easier said than done. But by developing connections between coworkers, your teams will ultimately be more engaged. If your team is just coming to work to just do work, they likely aren’t very engaged. However, if they feel personally invested in the success of others, they will be more committed to the team and your brand. Warren Buffet said, “It’s better to hang out with people better than you. Pick out associates whose behavior is better than yours and you’ll drift in that direction.”
What we love most about business is the people who are a part of it. We love our teams, clients and partners. We work with brands we love and hire people who share our passion for innovation. It’s why we come to work.
Publish Date: April 28, 2016 5:00 AM
“70% of buying experiences are based on how the customer feels they are being treated” – McKinsey and Company Consumer Report
Simply stated, but a strong statement. Regardless of what your surveys and data tell you, insight into the customer experience is based on their personal sentiment, information that may not be accurately captured in any report.
The true customer journey is prompted by the behaviours, preferences and tendencies of individuals. Everyone’s different. It’s true that technology enables us to communicate in different ways, but my perception of a great experience can be completely different than yours. One size does not fit all, two customers experiencing the same service from a company may feel different about that experience.
This is where we are today. Companies are doing a good job collecting customer feedback and consistently improving their processes. Unfortunately, that may not tell the entire story as people have different preferences. “In the age of the customer, executives don’t decide how customer-centric their companies are — customers do”. (Kate Leggett, Forrester Research Navigate the Future of Customer Service in 2014)
- Make it easy and seamless.
- Cut down repetition.
- Make the customer journey short, but leave an impression.
- Humanize every interaction and go out of your way to help as if they are your childhood friends.
- Know what they prefer and cater to them.
I never frequently phone or text one of my best friends Joshua to give him an update on what’s going on with me. On the other hand, I’ll shoot texts to my other friends randomly as things come up in real time. I know my audience and don’t bother reaching to certain people in ways that are annoying to them. Additionally, if I’m having a texting back and forth with a friend to the point it gets too complicated, I’ll often just dial them on my cell to continue the conversation. Imagine how annoying it would be if I had to recap every single thing we talked about over text.
This is something that all companies need to address. According to a Forrester Wave Customer Service report, “The Majority of businesses are unable to support an omni-channel customer journey. Only 12% can provide a seamless hand-off between channels” – Forrester Wave Customer Service Report
THE URGENCY IS NOW
“The customer of 2020 will be more informed and in charge of the experience they receive. They will expect companies to know their individual needs and personalize the experience. Immediate resolution will not be fast enough as customers will expect companies to proactively address their current and future needs.” – Customers 2020 Report
Accelerate plans to add personalization now. A crucial step to make this work properly is to ensure the right data is available to profile customers. Once you layer the right insights, you then need to figure out how to identify your customers so you can provide the white-glove service they expect.
This is not an overnight task. So plan accordingly, and start strategizing now!
Publish Date: April 8, 2016 5:00 AM
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