Once upon a time, interpersonal interaction was the key to many successful business strategies. But today, things have changed. People’s first demand isn’t interpersonal interaction—it’s convenience.
Bill Colleran, AnswerDash CEO interviews Bart Mroz, Head of Brand Experience at SUMO Heavy Industries, a digital ecommence consulting firm.
I recently connected with Bart Mroz, Head of Brand Experience at SUMO Heavy Industries to hear his insights and learn what trends he predicts for chatbots. Check out the interview to see what you can apply to your business!
Bill Colleran, AnswerDash CEO interviews CX Expert Shep Hyken to hear his many insights into customer service and learn what trends he predicts for self-service.
I recently connected with CX Expert Shep Hyken to hear his many insights into customer service and learn what trends he predicts for self-service. Check out the interview to see what you can apply to your business!
Self-service is starting to gain further predominance in the service industry. From fast food chains implementing kiosks that allow customers to put in their orders, to stores making apps that allow customers to make quick purchases from the comfort of their homes, companies are starting to shift their business approach from the old assisted service model to the new self-service model.
More Really Is Better
Have you ever played that game where you’re forced to pick only one item to have with you on a desert island? No matter what you pick, one item isn’t going to cut it. Eventually, you know you’ll grow sick of whatever it is and wish desperately for something else.
The immortal Aretha Franklin wrote Chain of Fools with just a single chord. She alone can pull off such a feat. Even Bob Dylan famously said what he needed to make a hit was “three chords and the truth.” For most of us, three is indeed better than one.
The age of personalization is here and you are either matching demands of consumers or encouraging them to do business elsewhere. According to a new study from Accenture Interactive more than 9 in 10 companies are struggling to deliver digital customer experiences that exceed their customer expectations. Further, only 7% say their companies actually do accomplish that goal. So where is the disconnect between what brands are doing (or not doing) and what customers expect?
Maintaining that bond between customer and company is critical to a successful business, and as the way customers interact with you changes, so should the way you interact with them. The desire for self service is a growing trend among online customers, particularly with the millennial age group. When 73 percent of consumers say that they should have the ability to solve most product and service issues on their own, you can’t continue to serve them the same-old, same-old.6 You need to bring the customer support to the customer, you need to abandon the help island and bring it ashore for the customer to directly access whenever and wherever they please.
Let’s face it. Too many websites and web apps are confusing. Too many visitors struggle to understand everything they need to. They don’t always accomplish their goals. Adventurous visitors use trial-and-error to figure things out. Others simply quit and go elsewhere. In fact, we know that 57% of web users will abandon a site the moment they have a question without a ready answer. Google makes finding competitors easy.
Topics: Website Self-Service
Your customers won't settle for sub-par self-service on your site.
It’s 2016. Your customers and website visitors expect to be able to find what they need on your site right when they need it. And if they can’t find what they need, you can expect 57% of them to abandon your website when the going gets tough and answers aren’t easily available.
Topics: Website Self-Service
Influential customer experience ideas, technologies, and companies to watch in 2016
John Archibald Wheeler, theoretical physicist, said, “Time is what prevents everything from happening at once.” And although it sometimes seems that everything is happening all at once—especially in growing areas like Customer Experience and Customer Service—it’s helpful to slow down, appreciate all that time has allowed us to accomplish, and envision where our achievements will lead us down the road.