Archives for Customer Experience

Using Technology to Drive Loyalty Management

How Does Technology Drive Loyalty Management? Today’s loyalty management programs are far more complex and dynamic than ever before. Where once punch cards and spreadsheets drove loyalty management, today, multiple technologies converge to support programs designed to retain customers and reward them for doing business with you. Many common technology solutions support dynamic loyalty management programs. Loyalty Management Platforms There are a wide range of solutions available today that are designed specifically to support loyalty management programs. These solutions provide support in tracking and managing participation in programs, executing loyalty marketing programs and even developing the terms of a loyalty
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Intelligent CRM – The Latest Evolution in Customer Relationship Management

Customer Relationship Management solutions have long been a vital tool in the development and delivery of Customer Experience strategies and individual interactions. Much like customer expectations, CRM platforms are ever-evolving and become more complex and dynamic each day. This Isn’t Your Grandfather’s CRM – Or Even Your Father’s Once upon a time, CRM solutions had one focus – to track, record and report information relating to your organization’s relationship with individual customers. In many cases, past CRM solutions were little more than a data entry and access interface – agents entered information as it was acquired, then accessed it later.
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The IoT and CX – Seizing the Opportunity Presented by the Internet of Things

The IoT and CX – Seizing the Opportunity Presented by the Internet of Things The Internet of Things, or IoT, offers significant potential for organizations seeking to empower customers. With a simple voice command, customers can place an order or be connected to an organization for information, advice or even support resolving an issue. The rapid growth of IoT and its limitless uses have many Customer Experience professionals exploring the space for ways to use IoT devices to create deeper and more impactful relationships with customers. To help you explore and seize the opportunities presented by IoT solutions, here are
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Support Customers Beyond “Regular Business Hours”

The modern consumer has come to expect much from your organization, including that help or guidance will be available to them, wherever and whenever they need it. Today’s customers also expect the ability to resolve issues or obtain information independently. What do these changing expectations mean for your organization? It means that providing customer support ONLY during standard business hours simply doesn’t work anymore. Customers want access to support around the clock, during weekends and even on holidays. That isn’t to say that your organization must have agents available 24/7, 365 days a year – that approach is often cost
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Best Practices for Building Useful Customer Service Portals

It’s not news to anyone that your customers demand excellent experiences across all channels of communication. Why? Because technology has placed instant gratification at the literal fingertips of your customers, and they expect you to embrace it, especially when it comes to customer service. Research from Nuance Enterprise shows that more than 75% of people believe that self-service via customer service portals is convenient and 91% said they would use web portals if they were available and personalized to their specific needs. But not surprisingly, 45% of customers find web self-service portals difficult to use. So, what can savvy businesses
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Making the Most of Journey Mapping Efforts

Remember These Do’s and Don’ts to Maximize the Impact of Journey Mapping Once viewed as just another buzzword in the Customer Experience industry, Journey Mapping has quickly become a crucial component of an effective CX program. While many organizations understand the benefit and necessity of mapping their customers’ various interactions, few make the most of Journey Mapping efforts. Where do most Journey Mapping efforts go wrong? There’s really no single answer to that question. Journey Mapping can go wrong in any number of ways, including: Scope issues: Many organizations fail to properly plan the scope of a Journey Mapping project
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Technology’s Key Role in Customer Experience

How can your organization best use technology to engage customers? Technology plays a role in nearly every aspect of our daily lives. From the moment we wake up, to the moment we fall asleep, we rely on hardware and software to complete a variety of tasks. While the role of technology in our daily lives is clear, many organizations overlook the role technology can play in Customer Experience and the development of customer relationships. In point of fact, technology serves as the foundation of nearly every aspect of Customer Experience, including: Interactions: Today, nearly every interaction occurring between a customer
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Best Practices for Social Customer Service and Engagement

How can your business successfully use social media to engage customers? Social media continues to rise in popularity as a go-to channel for customers looking to interact with businesses. Where once businesses leveraged social media solely as a marketing tool, today organizations field any number of customer requests for information, support or service via social channels every day. Case studies for successful use of social media as a Customer Experience tool abound. The Transportation Security Administration is one great example of effectively using social media to engage customers. Their social account, AskTSA maintains a surprisingly robust social media following and
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