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Ah, the wonders of technology. The next time you call an 800 number to place an order from a catalog, a Web site or an infomercial, you may be speaking to a customer-service agent who is working at home. |
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Wednesday, 08 August 2007 |
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Customer service interaction and brand differentiation are the top factors driving kiosk adoption. Aberdeen has identified Self Pay, Self Order, and Self Help are the three primary kiosk types available for adoption to improve customer experiences. Specifically, more than half (56%) of Best-in-Class companies are enhancing the self service customer touch points through a collaborative process of store operations workflow planning and kiosks. |
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Wednesday, 08 August 2007 |
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The dream goes something like this: “Now that we offer our customers web self-service, they answer their own questions. The phones are quiet and the e-mail flow has dwindled to a trickle.” This self-service dream includes images of a 24/7, personalized, customer-enabling, transaction-completing, purchase-facilitating automated wonder. |
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Monday, 06 August 2007 |
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I am a strong believer that by creating a more satisfying experience for your customers and helping them achieve their buying process goals; businesses in turn increase their website sales. In an earlier post I presented my wife’s experience in researching to buy a new car. Her experience demonstrated for me the major difference between a car salesperson helping her achieve her buying process goals than one mostly concerned with selling her a car. |
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Monday, 06 August 2007 |
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Norma Freedman received notification in May that a movie from the Columbia House mail-order DVD company would be sent, but she didn't receive the usual code used to cancel the order. So she did what many people would do: She called the company. |
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Friday, 03 August 2007 |
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At airports, supermarkets and big-box retailers, "customer service" in recent years has meant self-serve -- aided by touch-screen kiosks. As digital kiosks become more user-friendly and capable of handling more complicated tasks, healthcare providers, fast-food chains and other businesses say trading face-to-face encounters for face-to-monitor transactions improves service and saves money. |
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Friday, 03 August 2007 |
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Business owners of companies both large and small can achieve rich improvements in their operations if they start to ask themselves regularly, "I have just been handed a powerful new tool. It essentially lets me costless communicate with anyone on the planet. How can I best use it to my advantage?" |
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Wednesday, 01 August 2007 |
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The year is halfway over already, and the most popular buzzwords of 2007 reflect trends in the CRM market and changing concerns about customers and technology. Catch up with these buzzwords and you'll be ahead of the curve with CRM and customer service market trends. |
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Wednesday, 01 August 2007 |
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Adoption of the software as a service (SaaS) model is rapidly increasing across the enterprise, but particularly in the call center as companies are discovering the advantages today's hosted solutions offer over premise-based systems |
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Wednesday, 01 August 2007 |
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Meeting customer needs may mean making it more convenient for callers to "get human" when necessary. However, "getting human" just isn't enough. Meeting customer needs should always mean ensuring the quality and performance of the automated systems and self-service applications on which customers rely, and having the confidence that applications and systems will work as an organization and its customers expect. |
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Tuesday, 31 July 2007 |
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