Businesses have access to a number of different customer service channels, all of them serving one common purpose: meeting customer needs. In January, I provided a methodical analysis of these different channels, which showed how powerful a medium messaging is.
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For B2B organizations, the quality, personalization and innovation of the customer experiences they deliver are swiftly and unequivocally increasing in importance across all digital channels.
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In the last two weeks I’ve had two customer experiences that started with a problem and ended with me becoming a brand advocate for each of the companies involved. Going Above and Beyond to Turn a Bad Experience Around The first was with 24hourwristbands.com, a promotional products company.
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Customer experience has been a hot topic for a few years now and is showing no sign of abating as companies invest time, money and effort into retaining current customers and luring others from competitors.
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All Aaron Dun wanted was to surf a website. There was only one problem: a chabot wouldn’t let him. It kept popping up during his web session, despite Dun’s multiple attempts to “X out" the chabot.
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All Aaron Dun wanted was to surf a website. There was only one problem: a chabot wouldn’t let him. It kept popping up during his web session, despite Dun’s multiple attempts to “X out" the chabot.
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One upon a time, a long time ago, it was easy to reach out to a vendor to ask a knowledgeable human questions as part of a product evaluation process.
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Today’s empowered customers have access to more information on their purchases than ever before, and they’re not afraid to exercise control. Now occupying the driver’s seat, they understandably have high expectations for what a positive sales experience looks like.
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How well do you put yourself in your customer’s shoes? Year in and year out, “innovation” ranks as one of the top corporate agenda items across all industries. Exactly what is being innovated varies based on the product, service, company culture, and more.
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Businesses today treat interactive voice response (IVR) and chatbots for customer service like any other IT project: gather requirements, define solution architecture, choose vendor, purchase platform, install/configure platform (the latter is still needed, even in the SaaS model), build IVR scripts on platform, test, deploy, end of project.
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