There is something a bit culturally offensive about telling the customer, "No, you serve yourself." At least when there is the expectation of being served.
Why does outstanding service remains a differentiator? Is it because organizations resist the lure of pushing the work on to the customer just to shave the profit margin? Yes, but even in the midst of outstanding service, there is a place for self-service.
A large customer base is rarely represented by one set of priorities and expectations. Thus, it's rarely acceptable to have outstanding service without the option of self-service. And it is just as important that outstanding self-service compliment the option of old fahion person-to-person interaction.
Stand out and be outstanding in self-service as an option rather than a mandate.
Medallia Expands Text Analytics to Include Sentiment Analysis Medallia released an enhancement to its Text Analytics solution which incorporates fully native sentiment analysis technology. It can determine the sentiment—positive or negative—of any phrase or sentence, driving deeper insights from open-text feedback in surveys and social media. Medallia’s Text Analytics solution, which has been available since 2010, enables companies to automatically analyze millions of open-text comments and identify and report on the topics that appear most often. . . .read more >>
Survey Suggests Companies Rethink Static Sales Processes A recent study by Corporate Executive Board, surveying more than 1400 business-to-business customers from a variety of industries, found that 57 percent of the time purchase decisions are being made before engaging the vendor. As buyers are making decisions prior to meeting with a vendor, implementing a prescriptive, yet adaptive sales process that aligns selling activities with buyers’ objectives can help drive a stronger sales cycle. . . .read more >>
New Mobile Customer Experience Solutions Benchmark Study The VHT Customer Experience Benchmark Study was conducted to investigate how customers engage with brands using smartphones. It takes a close look at consumers who use financial mobile apps to perform a variety of tasks in real time, the problems they encounter and the behavior that results. Though financial apps are among the most popular smartphone apps used today, 70% of users have experienced points of frustration that limited their ability to achieve their real-time goals. When these problems cannot be quickly and easily resolved, the study shows these customers experience increasing frustration that results in negative consequences for the brand. . . .read more >>
Aspect Offers New Release of Workforce Management Aspect Software announced the launch of Workforce Management 7.5, an integrated workforce management product and the newest iteration of the Workforce Management 7 platform. Workforce Management 7.5 helps companies improve the customer experience by creating a better and more streamlined work environment for contact center agents and better control over interaction outcomes for supervisors which in turn deliver improved consumer interactions. . . .read more >>