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Finding the Magic in Your Customer Experience - 24-7 Intouch - ContactCenterWorld.com Blog

Finding the Magic in Your Customer Experience

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.

Sources:

https://disneyinstitute.com/blog/2015/06/exceeding-guest-expectations-its-all-in-the-details/359/?CMP=SOC-DI-Blog-AllInTheDetails-06-23-15

https://www.entrepreneur.com/article/270814

http://www.smartinsights.com/mobile-marketing/mobile-marketing-analytics/mobile-marketing-statistics/

http://onereachcontactcenter.com/wp-content/uploads/2014/08/High-Demand-for-Customer-Service-via-Text-Message-2014-Report.pdf

Source: http://www.24-7intouch.com/blog/index.php/2016/06/finding-the-magic-in-your-customer-experience/

Publish Date: June 28, 2016 5:00 AM


2020 Buyers Guide Speech Technology

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

3.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

4.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



View more from 24-7 Intouch

Recent Blog Posts:
24-7 Intouch Hires New Vice President of Customer ExperienceJuly 18, 2016 5:00 AM
Finding the Magic in Your Customer ExperienceJune 28, 2016 5:00 AM
24-7 Intouch Title Sponsor for Second Annual Mark Scheifele Golf TournamentJune 23, 2016 5:00 AM
Creating a Loyal Community: The Social Media AdvantageJune 21, 2016 5:00 AM
24-7 Intouch Announces Expansion to JamaicaJune 20, 2016 5:00 AM
24-7 Intouch Ranked Top Global Teleservices AgencyJune 14, 2016 5:00 AM
Dealing with Negativity on Social ChannelsJune 2, 2016 5:00 AM
We Judge Our Success On More Than Just Making MoneyMay 31, 2016 5:00 AM
Best Practices for a Successful SMS SolutionMay 26, 2016 5:00 AM
Here’s my number. So text me, maybe.May 24, 2016 5:00 AM

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