Small businesses have many disadvantages when going up against larger competitors – smaller budgets, less name recognition, smaller customer base, fewer resources – and that is just the start. But enter in the great equalizer – the ability to deliver a better customer experience.
Maybe your bigger competitor has 5,000 support people in their contact center and you have 12. Any given customer, at any given time, is a one-to-one relationship. Your agent helping your customer. And as a smaller business, you actually have some advantages – less bureaucracy, increased flexibility, more personalized relationship with your customers, shorter paths to [...]
Smart is more important than nice – Defining what matters most in a customer experience
In our recent study defining what customers want in a great service experience, respondents said that the item they value most in a customer service experience is “a knowledgeable representative.” Interestingly, when we asked the professionals behind delivering those customer experiences, what they thought was most important, they ranked “a timely response” as their number one answer. Now in full disclosure, the scores showed that both are important, but given the choice between the two, which is right?
Clearly, it is the response of the [...]
Okay, I admit up front that this isn’t an either/or discussion – efficiency OR customer satisfaction. That said, I’ve found that most contact centers swing one way or the other. They are either primarily focused on improving efficiency and driving down costs (oh yea, we want to satisfy our customers too); or they are all about the customer experience (oh yea, we try and be as efficient as possible too). One of the two is usually the primary objective and the other an after-thought. An experience I had recently helped me better understand the cross-over point between the two – [...]
How important is mobility to your utility customers? Today, customers expect convenience, customization and self-service – wherever and whenever! Expectations have been set by other industries that this ease of access translates to mobile access. This will continue to be a market force in the utility industry that will challenge those without apps to deploy them – and those with apps to keep improving them.
As an IT Manager at a utility, your objectives are many. In addition to improving the customer experience, you are also being tasked with building and maintaining theses mobile apps in a way that allows [...]
Each morning, I visit a few of my favorite business sites online to see what’s taking shape in the world. While going through my rounds the other day, I came across an article about the impact of bad customer service and how it can end up costing you in the long-run. Novel concept I know!
The article focused on a large media company and how years of bad service has cost the company many of its subscribers. Today, the company is undergoing a $50 million ad campaign in an attempt win back old customers and gain new ones, while trying to [...]
The latest buzz regarding customer contact channels is mobile applications. How do you ensure success within this channel? I recently attended a webinar by Information Week Financial Services called Getting Answers from Mobile Initiatives where they discussed different applications for the insurance industry, metrics that indicate mobile success, and where companies are focusing their money for mobile applications. According to Forrester Research, the top 3 priorities/objectives for mobile applications are:
Increasing customer engagement Improving customer satisfaction Appear as innovative
I would like to examine the first two objectives, customer engagement and satisfaction. As a consultant, I have received the consistent [...]