You don’t win customer loyalty solely by the “wow!” factor. You win simply by delivering on customer promises and resolving everyday issues.
According to research from CEB’s book, The Effortless Experience: Conquering the New Battleground for Customer Loyalty, two major factors affect customer loyalty during an interaction:
- The first is how much effort is required from the customer to resolve an issue.
- The second is the skills and efficiency of the customer-service agent.
To positively affect customer loyalty, you need to influence these factors during the interaction, not after it.
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Tags: analytics, contact center, customer loyalty, Internet of Everything, internet of things
The explosive growth of mobile offers the greatest opportunity for contact centers. If the consensus among those at ICMI’s Contact Center Expo and Conference is any sign, mobile is the place to focus.
But while there’s consensus about mobile, there isn’t consensus on a standard definition of mobile customer care. Many consider mobile to be just another device to support or another channel into the contact center. However, participants and speakers at ICMI did not have a standard definition of mobile customer care. Many consider mobile to be just another device to support or another channel into the contact center.
I talked to Nemertes Research Analyst Lisa Durant to get her perspective. She agrees there is a dramatic evolution in the industry as mobile interaction continues its explosive growth as a contact method. Durant takes a broader view of mobile customer care to include “any interaction using a mobile device.” Whether a customer makes a voice call to a contact center, completes a transaction online, or engages via social media, she points out that the user is most likely on a mobile device.
As a silver sponsor at ICMI, the Cisco team experienced that strong interest in mobile. Attendees kept the booth staff busy demonstrating Remote Expert Mobile. Armed with iPads and Cisco DX80 endpoints, Cisco engineers Brian Cole and Doug King demonstrated products in the Cisco Customer Collaboration portfolio, including Cisco Unified Contact Center Enterprise, Cisco Unified Contact Center Express, Remote Expert Mobile, and Context Service.
The Evolving Mobile Customer Experience
Despite continued growth in mobile, Read More »
Tags: Cisco, collaboration, contact center, customer service, ICMI
The Internet of Everything (IOE) is a hot topic in the technology world. It has become a common theme that is getting press everywhere as CIOs look to move their respective companies into the future and stay ahead of the competition. Presently technology allows you to connect everything from your refrigerator, your car, your TV, even connect your pet cat (well maybe not yet) – to the IOE. A lot of bandwidth and expertise on the back end will be required to support the applications that tie everything together as the distant future becomes the new normal.
When you think of the IOE, you may initially only think that the underlying technology of sensors, network bandwidth, the cloud, routers, security, etc. are the main components that play a crucial role in connecting devices across the various technology domains. How many of you would have thought that the contact center in your company is an important component that will help to bring business value to the large investment made in the IOE? Read More »
Tags: Cisco IT, cisco on cisco, coc-collaboration, contact center, IoE, UC, unified communications
Due to a middle school crush, I became a fan of Elton John during the most prolific point in his career, releasing a series of records I still enjoy today.
Always looking to impress, I’d listen to the albums again and again looking to memorize the lyrics if the chance for a sing-along ever presented itself. If a verse was hard to understand, I’d take my best shot, which occasionally produced comic results.
Little did I realize there’s a cottage industry of misheard song lyrics, with one of the most common being, “Hold me closer Tony Danza” from Elton’s song “Tiny Dancer”. Wow, talk about ruining the context of a song!
Context is an increasingly critical element of customer experience. The historical process of identifying and qualifying a customer during a real-time experience can backfire without context. Take my friend who called to report an outage on his cable service and was repeatedly upsold for an “enhanced” package during his queue time and agent interaction. We call this “doing the wrong thing right.”
Context provides the foundation for more personal, relevant and differentiated service – the battleground in the Experience Era. Read More »
Tags: Call Center, collaboration, contact center, Context Service, customer experience, customer service, IVR
Let’s step into the “way back machine.” It’s 1985, and my friends and I are waiting in a long line to purchase U2 concert tickets. We are beyond excited; they are coming to the Worcester Centrum and we are determined to score tickets for this momentous event! It’s a very, very long line at the local record store, the only one in town that sells concert tickets.
Remember those days? Not many choices and lots of in-person interactions that were time-consuming, but we didn’t know the difference back then.
It took a long time to make it to the front of that line, and you never knew if the tickets were going to be sold out before you got there. It was a wait-and-see game with very few choices.
In 2015, most of us couldn’t imagine dealing with that. We have grown accustomed to having many choices on how and when we communicate. This has greatly changed the research and purchase process, which in turn has driven the need for the highly-responsive customer care companies are starting to provide.
How does this relate to Enterprise Connect 2015? Read More »
Tags: Cisco, cloud, cloud collaboration, collaboration, contact center, Context Service, Enterprise Connect 2015