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Bettering the Customer Experience . . .
Tracking the Customer's Journey to Purchase
A customer will touch a company in many different ways before a deal is made. Before you rent your first ZipCar, you'll have talked to friends about it, checked ZipCar's website (and comparison websites), and maybe even called the company. From ZipCar's perspective, all of these touchpoints are important because if you hear bad reports or find the website and call center hard to manage, you'll very likely opt for the safe option of a Hertz or an Avis. Unfortunately, few companies have an overall picture of their customers' journey towards a purchase, because the information is all too often stuck in a channel silo. An intercept survey that a customer might fill in upon leaving a website can tell you a lot about that customer's experience with the website, but it usually does not provide any information on where the customer will next experience the company. . . . read more >>
Mobility May Shake up the Service World
Some aspects of customer service are never going to change—for example, anyone asking for assistance expects to be helped by someone who is knowledgeable, pleasant, presents the answer from the caller's perspective, and is professional. There are other characteristics that callers prefer in their service provider, but they are not core requirements. Most of us want to be helped by someone who seems interested and cares, as well as someone who "really gets it." It's not easy to do a good job of delivering customer service, and it's only going to become more challenging as customer expectations become more demanding. There are some interesting attitudes among callers today, including the fact that many would prefer not to have to call and speak to a customer service representative. . . . read more >>
CXPA Launches Best Practice Visits Program for Members
The Customer Experience Professionals Association (CXPA), an international non-profit organization, announced a members-only program called CX Best Practice Visits (BPV). Participants in the new program will obtain first-hand knowledge of successful approaches to customer experience (CX). The inaugural BPV will take place at Fidelity Investments in Boston on October 3, 2012. Attendees will receive access to Fidelity’s award-winning CX program and gain insights from its key CX leaders. . . . read more >>
IBM Accelerates Commerce Through Intelligent-Guided CX
At the Smarter Commerce Global Summit, IBM announced new software and services designed to help Chief Marketing Officers (CMO), Chief Procurement Officers (CPO) and other key line-of-business executives realize quicker business results by delivering intelligent-guided customer experiences, across all digital channels, aligned to the buying and shopping preferences of each individual. With today’s news, IBM expands its Smarter Commerce initiative with new cloud-based software and services that allow businesses to immediately put the customer at the center of their operations in order to drive revenue and ensure sustainable brand loyalty. . . . read more >>
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