When customers reach out to a brand with sales or customer service questions, they increasingly do it from their mobile devices. Whether it be voice, chat or SMS messaging, digital-first mobile customer interactions are growing fast. Insights from FacebookIQ found that 65 percent of millennials and GenXers prefer to message rather than call or email, followed closely by 63 percent of Baby Boomers. And...
The contact center industry has always needed to look forward. It’s a business so ingrained in the trends and innovations of every industry from healthcare, travel, banking, and more. But the Coronavirus pandemic forever changed our hopes for the future. We understood that most industries were on the road to digitalization, but the crisis led to a tectonic shift in how people live. Social...

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It’s Time to Change the Automotive Customer Satisfaction Survey System

When an auto customer buys or leases a vehicle at a car dealership, it's common for the salesperson to ask the customer to give them the highest possible marks in the customer satisfaction survey that's soon to follow. While I've been pressured by dealer salespeople to do this on more than one occasion (and even within the past several weeks), I've come to discover that these aren't simply the actions of an overzealous salesperson that is out to pad his or her annual bonus. Customer satisfaction scores are also used by car manufacturers to reward dealerships with financial incentives and for automakers to flaunt their results over rivals. No matter how you slice it, it's a flawed process that ultimately dissatisfies customers and can change an otherwise good customer experience into a bad one.

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A customer experience ecosystem map is a visual technique that connects end-to-end customer processes to the ecosystem of employees, partners, capabilities, processes, technology, information and interfaces involved in delivering the experiences. Without these maps, companies regularly perform "blind-man-and-the elephant" exercises in which different silos of an organization see only parts of the customer's experience related to their own jobs. A customer experience ecosystem map breaks down this tunnel vision to help systematically improve or re-design experiences to deliver value.