Posts Tagged: ‘Customer Experience’

What’s the real cost of better digital experiences today?

5. Februar 2020 Posted by Kirsten Kelley

Ever wish you could go back to a simpler time? People who had businesses back before the internet were interested in providing a great customer experience, but it was all pretty straightforward. The customer had only a few touch points with the business — face to face, phone or mail – and the successful businesses put their organization’s best foot forward to create a great impression.

The cost to create multi-channel digital experiences

Now, it’s tricky. If you do business online, you need to worry about the full range of your visitors’ digital customer experiences.  Every digital touch point – you need to be awesome! This includes all web and mobile interactions, but also kiosks, IoT devices, wearables as well as the many other points of communication still in development.

And tricky can also mean costly. With so many channels it becomes harder and harder to create memorable, consistent impressions on each one. Supporting personalized content on so many channels can often sap internal resources. And if you don’t get it right everywhere, users may find themselves looking elsewhere.

What if you could create, manage and deliver engaging and personalized multi-channel experiences with a single digital experience platform? And what if that digital experience platform could not only integrate your efforts to provide customer-centric experiences, but also set your organization on the road to greater productivity?  Well, we have some facts to help illustrate the potential upside!

The research results from IDC

The International Data Corporation (IDC), a premier global provider of market intelligence, advisory services, and events for the information technology markets, interviewed organizations that use the HCL Digital Experience platform to create and manage their digital experiences. “Study participants told IDC that they have realized significant business benefits from their use of HCL DX, especially in increased revenue and employee productivity. The ability to deliver more engaging, relevant content, tailored to personas and channels, has been key to their success.”

HCL customers say that HCL Digital Experience solutions help them:

  • Generate more revenue, by providing customers and partners personalized real-time information about products, services, and prices
  • Enable faster and easier development of public-facing websites, intranets/portals, extranets, and other engaging content experiences
  • Drive higher employee productivity for those who create, deliver, and use digital experiences in marketing, creative services, application development, IT operations, sales, customer support, and other areas

“We are able to deliver a more personalized experience with HCL DX…This means better customer service, and everyone is happier. And that means as much as 10% more revenue.”

 

Consider some of the benefits that users have reported using the HCL Digital Experience platform:

  • 661% five-year ROI
  • 33% improvement in customer satisfaction
  • $41.7 million in new revenue

And if you’re concerned about upfront costs, consider this statistic: HCL Digital Experience customers reported that it took them only 16 months, on average, after investing in the platform to break even.

So it may not be the 90’s anymore, but with the right tools it can still be simple –- and cost-effective — for your organization to provide great customer experiences.

View the Infographic

 

The post What’s the real cost of better digital experiences today? appeared first on HCL SW Blogs.

[DE] Wenn der Paketdienst dreimal klingelt ….

21. Januar 2016 Posted by StefanP.

Eigentlich bin ich ja unter allen Nachbarn der beste Freund aller Paketlieferdienste. Die Zulieferer wissen, dass ich mit meinen Jungs häufig im Home Office arbeite und deshalb klingelt es sehr oft, um auch für die Nachbarschaft Pakete abzugeben. Meine Kolleginnen und Kollegen kennen das ja schon aus den Telefonkonferenzen. “Ich muss mal schnell zur Tür …”.

Neuerdings – seitdem der Fitness Tracker meiner Apple Watch mich virtuell in den Hintern tritt – bin ich über Mittag mal draussen, mache meine Meter, um meine Aktivitätenkalorien zu verbrauchen. Da stehen sie jetzt halt mal vor der Tür und in der Nachbarschaft ist nicht immer jemand greifbar. Die weltbesten Jungs – Kater Toni und Pünktchen – hab ich noch nicht so erzogen, dass sie die Päckchen entgegen nehmen und gegenzeichnen. Wird bestimmt noch. Wir trainieren, der Dosenöffner mit seinen Jungs.

Dieser Tage – noch in der Weihnachts- und Neujahrsperiode – hatte ich nun eine sehr miese Erfahrung mit der Lieferung von UPS. Ich war wohl nicht da und das Päckchen wurde in einer Abholstation abgegeben. So weit, so gut, jedoch hat man mir keine Notiz in den Briefkasten geworfen und ich habe natürlich auf besagte Lieferung gewartet. Geht gar nicht von UPS, aber vielleicht wäre es auch für den professionellen Shop-Betreiber überlegenswert, eine FollowUp-Mail zu schicken und zu fragen, ob man denn zufrieden sei. So musste ich beim Online Shop nachfragen, bevor der Sachverhalt zu Tage trat.

Heute bekam ich dann von dpd diese E-Mail:

Inbox__78_messages__8_unread_

Die Nachricht kam um 10:45 Uhr an und ich war wirklich interessiert, ob in angekündigtem Zeitraum angeliefert wird. Und siehe da, es wurde. Mal schauen, ob sich das bei weiteren dpd-Lieferungen bestätigt. Angesichts der zuerst geschilderten Erfahrung fand ich das sehr bemerkenswert und hilfreich. Ja, die Nachricht kam erst runde 90 Minuten vor Lieferung, aber trotzdem. Ich ging in diesem Zeitraum nicht raus und konnte so das Päckchen entgegen nehmen. Wäre es aber nicht gekommen, wie wäre dann meine “Customer Experience” gewesen?

Das war jetzt gerade noch zusätzlich lustig: Innerhalb von maximal 10 Minuten klingelten drei verschiedene Paketdienste. Kaum hatte ich die Tür zugemacht … ring. Nun sind der bestellte Wein, die Dichtungsleiste für die Dusche und der Selfie Stick, den ich mir für den Einsatz von Periscope in Orlando zulegen wollte, da. Übrigens wollte ich Dichtungsleiste und Stick eigentlich in Geschäften vor Ort kaufen, um den lokalen Handel zu stärken. War nicht mit vertretbarem Aufwand machbar und so profitierten wieder Online Shops, u.a. der bekannte E-Commerce-Riese.

Eigentlich war das als privates Blog gedacht, aber ich habe es einfach auch mal auf DigitalNaiv rüber kopiert. Hat ja was mit Kundendienst und Commerce zu tun.


Einsortiert unter:Deutsch Tagged: Commerce, Customer Experience, Digital Transformation, featured

[EN] Customers want a transaction-oriented, business-like, respectful customer service experience

9. Oktober 2015 Posted by StefanP.

This is what it will come down to: a transaction-oriented, business-like, respectful customer service experience where yes, the rep knows the customer’s name and history — and then is able to address the query or issue on the spot. Without risking personal data and without trying to cross sell and up sell.

So the answer to that original question of whether customers want to be stalked or ghosted is that they want a little of both.

Source: Customers: Do You Want to Be Stalked Or Ghosted?

I like this summary, but for sure the question of personalization and personalized service versus or with data privacy will keep us busy the next years. And of course I am a little bit smiling when reading the part of not cross and up sell. This is what Amazon is doing. This is what we as marketers are encouraging our sellers to do.


Einsortiert unter:English Tagged: Customer Experience, Data Privacy, Marketing

[EN] Marketing to the “Connected” Generation

9. September 2015 Posted by StefanP.

Think about it!

This is the “connected” generation, those 18-34 year olds who are now responsible for $500 billion in internet spending each year. And in just a few more years, they will make up 75% of the workforce. Here are a few characteristics of this group that should impact your marketing strategies:#

  • They’re connected all the time
  • They’re disconnected from traditional attempts of businesses to reach them, even via content marketing
  • They rely on friends for recommendations
  • They don’t want to be “pushed”
  • They want reasons to read and share – they’re amused, they’re entertained, they’re asked to participate, they see cleverness, they see authenticity, and they see social responsibility

Source: Content Marketing Strategy for the Next Decade – 10 Things to Think About | Social Media Today


Einsortiert unter:English Tagged: Customer Experience, Digital Marketing, Marketing

[EN] The Millennial Generation is (not only) Re-Defining the Web Experience

18. Mai 2015 Posted by StefanP.

134Ha

Some great points by Gerry McGovern. People – in particular the Generation Y – doesn’t believe any more in authority like the previous generations. Not information overload is their challenge. They use the web for information emancipation – as long as they have free access to information not being manipulated, monetized or “advertised” by economic interests.

The Millennials, also known as Generation Y or the Digital Natives, … are skeptical, particularly about authority and the system. They look to their peers rather than the experts, because they know the experts have been so wrong so many times before. … Basically, they don’t trust the message. They’ll figure things out for themselves because they’ve got search and social. …

We must design our websites for speed, for simplicity, because the millennials are just the spear point of a world that has got a taste for doing things for themselves, for doing things quickly and easily. We are seeing a historical rebalancing of the relationship between the individual or community and the systems and organizations that are used to govern and control them.. …

With the web, there has been a bursting of the dam. I used to worry about information overload, but that worry was misplaced. Really, it’s information emancipation that has happened. My parents would never question authority figures, whether they were doctors, teachers, priests or politicians. …

Brands and politicians have had an unfair advantage over citizens and consumers. We now have a more level playing field. Organizations need to radically change. We can’t market at or talk down to people anymore. We have to listen and respond. Organizations need to embrace a service culture if they want to be part of the future.

Millennials are not a generation. Millennials are an attitude.

via The Millennial Generation is Defining the Web Experience.


Filed under: English Tagged: Customer Experience, Web Experience

[DE] Mobile App hin und her – Guter Service braucht eine kollaborative Wissensbasis

16. Februar 2015 Posted by StefanP.

Der Kunde ist eine Diva: Er hasst minutenlange Warteschleifen am Telefon, oberflächlich geschulte Agents und starre Skripts für den Service. Außerdem will er alles jederzeit, überall und das möglichst auch noch mit dem Mobilgerät, das er gerade in den Händen hält.

via Kundenbindung heute – Mobile Apps verbessern den Service – MOBILE BUSINESS.

Dieser kleine Nimmersatt Kunde.

Die Zukunft gehört effizienten Serviceanwendungen, die viele Anliegen der Kunden einfach und schnell erledigen. Zeit- und ortsunabhängig, personalisiert und sicher, liefern sie einen beträchtlichen Mehrwert und sind zudem ein ideales Instrument um die Kundenbeziehung zu stärken.

Innovative Methoden der Interaktion

Ein besonders deutlicher Trend sind mobile Service-Apps.

via Kundenbindung heute – Mobile Apps verbessern den Service – MOBILE BUSINESS.

Jetzt reden die von mobilen Apps. Mir würde schon ganz normaler guter Service genügen.

Voraussetzung dafür ist jedoch der Einsatz modernster Web- und Enterprise-2.0-Technologien wie Blogs, Wikis oder Foren. Nur damit kann die interne Kommunikation und Kollaboration themen- und lösungsübergreifend gestaltet werden. Der Vorteil: Auch Partner und Lieferanten können ihre Inhalte (Dokumente, Bilder, Videos) dort einspeisen.

via Kundenbindung heute – Mobile Apps verbessern den Service – MOBILE BUSINESS.

Die wichtigste Erkenntnis: Ich brauche eine vernünftige Wissensbasis, in der Servicemitarbeiter, Partner und Kunden ihr Wissen einspeisen. Nur dann funzt die Serviceanwendung, ob mobile App oder gerkömmliche Portal- oder Social-Lösung. Am besten eine Kombination von Social Portal, das mobil optimiert ist?


Filed under: Deutsch Tagged: Customer Experience

[DE] Zum Kundendienst in der heutigen Welt …

10. Februar 2015 Posted by StefanP.

Von Kundenservice reden sie und vom kundenorientierten Unternehmen. Doch wer sie dann täglich erlebt, der glaubt nicht mehr den Versprechungen. Beispiel: Auch schon einmal mit einem Telefoncomputern telefoniert? Nach 5 Menüs, durch die man sich durchgeklickt hat dann die Ansage: „Entschuldigen Sie bitte, ich habe Sie nicht verstanden.“ Dagegen schon einmal mit einem freundlichen, ich betone freundlichem Service-Mitarbeiter gesprochen? Wie hat es sich angefühlt?

The more organizations focus on their own internal efficiency, forgetting about the customer, making it more difficult for them to reach the people they want, the easier it makes it for the customer, as well….

All organizations constantly face the need to simplify their processes, workflow and costs. But in doing so, they can’t focus solely on their own internal operations. They have to think about the impact on their customers, suppliers, and those outside the company who need to be engaged. No organization, no part of an organization exists in isolation. There are people who serve the organization (e.g. suppliers) and people who the organization serves (e.g. customers–and everyone has customers).

Changes to our processes without considering the impact on these communities, ultimately hurt the organization itself. If customers can’t conveniently reach people in the organization, they will vote with their wallets, going some place that focuses on customer experience. Even suppliers and other external people need to be considered, if they can’t get through, where does the organization get critical information to improve its ability to achieve its goals.

via ‘Simplifying The Way We Work’ is Great, But What About The Customer? | Social Media Today.

Unternehmen sprechen von Service, doch die Prozessoptimierer und Kostenspeinsparungsapologeten haben das Sagen. Ohne Rücksicht auf den Kunden, von dem sie eigentlich doch leben. Doch das scheint sie nicht zu scheren. Und die Kunden scheinen oft nicht die Wahl zu haben, die Alternativen sind wohl nicht besser oder aber sind zu faul, um das betreffende Unternehmen abzustrafen. Schlimm ist es, dass dies vermehrt Unternehmen sind, die in unserem Alltag eine wichtige, vielleicht sogar monopolartige Rolle spielen – und das ausnutzen.

 


Filed under: Deutsch Tagged: Customer Experience

[DE] Der Pilotenstreik, Lufthansa, das nicht erreichbare Call Center und besserer Kundenservice

19. Oktober 2014 Posted by StefanP.

Ich kreide Lufthansa die derzeitigen Probleme wegen des Pilotenstreiks eher nicht an. Und den armen Piloten, denen es ja finanziell so schlecht geht, kann man ja nur tiefes Beileid und vollstes Verständnis aussprechen …

Wofür ich kein Verständnis habe, ist, wie Lufthansa bzw. das Lufthansa Call Center das Problem behandelt. Überlastetes Call Center mit Kunden, die man endlos in der Warteschleife hängen lässt. Mein iPhone zeigt derzeit 35 Minuten an … Das könnte man auch anders lösen, so im Sinne von Kundenservice.

Stefan_Pfeiffer_-__Lufthansa_Call_Center__Bitte_haben_Sie_noch____-_Mozilla_Firefox__IBM_Edition


Filed under: Deutsch Tagged: Customer Experience

[EN] The Opportunity in a Customer Complaint | Social Media Today

18. September 2014 Posted by Stefan Pfeiffer

In our modern digital world companies need to recognize even more:

Handling complaints in a positive way is often pleasantly surprising to customers – a surprise they often share with their friends. Of course the reverse is true too. Except that when you handle a complaint poorly your customer is likely to tell even more people – and this kind of w0rd-of-mouth advertising most of us can do without.

via The Opportunity in a Customer Complaint | Social Media Today.


Filed under: English Tagged: Customer Experience, Social Media

[EN] Predictive Analytics and Customer Experience can be a Dangerous Mix – Chief Marketing Technologist

16. September 2014 Posted by Stefan Pfeiffer

Ever experienced an overbooked flight at an airport? Hearing the offer to get some cash, if you take the later flight or stay overnight? Well, I heavily recommend to read this posting and the thoughts on predictive analytics and customer experience.

Two trends, each racing forward, that have the potential for disastrous collisions:

  1. The need for truly customer-centric organizations in a fully connected world.
  2. The use of algorithms, predictive analytics, and big data to optimize everything.

In many cases, these can be synergistic. But some are train wrecks.

I experienced just how badly those two things can clash first-hand this week, when the Westin Cleveland Downtown reneged on my supposedly prepaid reservation at Content Marketing World. … How could that be? They failed to accurately predict the demand from an event that was outside their domain of expertise, a rapidly growing Content Marketing World. …
Here’s how something like that happens. Reserving rooms in a hotel is a ridiculously simple algorithm — …. If typically 5% of your reservations fail to show up, you could theoretically book 105% of your capacity.

That’s a classic insight that predictive analytics can deliver. But it’s also the point where you shift from a deterministic booking algorithm to a probabilistic one.

… You may think it’s worth occasionally sacrificing the happiness of individual customers for that extra revenue from overbooking. But in world of search and social media, there’s a risk that you will trigger outsized negative consequences.

Predictive analytics and customer experience can be a dangerous mix – Chief Marketing Technologist.

In the world of Social Media and Word-of-Mouth people need to think before to trust analytics only. Or – in this case – take the risk of bad reputation. In other cases the damage could be even much worse.

I am a strong believer, that analytics is able to help, but there still needs to a human brain involved, before making a decision. And I have the strong feeling, that this human brain is taken out of the process more and more often. This makes me concerned.


Filed under: English Tagged: Analytics, Customer Experience

[EN] Top Technologies to put the Customer at the Center | Forrester Blogs

26. August 2014 Posted by Stefan Pfeiffer

Forrester is promoting a new report for CIOs on the Top Technologies For Your BT Agenda introducing a customer life cycle framework. Talking about Digital Transformation on every corner from Marketing, Pre-Sales, Sales to Customer Service and Loyalty I found this graphic and the distinction into two technology categories at least worth to discuss:

From Kyle McNabb’s Blog – Top Technologies For Your BT Agenda

These top technologies fall into two categories:

  • Life cycle solutions that redefine CRM. These include enterprise marketing solutions, sales and fulfillment solutions, customer service solutions, and product innovation solutions that help your business leaders improve upon customer facing and supporting processes. Collectively, these solutions help you support continuous customer relationships, forcing a rethink of how you look at CRM.
  • Engagement platform technologies to deliver unified customer experiences. Your customers expect unified and cohesive experiences across touchpoints – from the mobile app through to the contact center. Engagement platforms support a modular, four-tier architecture to tie life cycle solutions into the experiences you deliver. They consist of interaction technologies, digital delivery technologies, aggregation technologies, and infrastructure & context technologies you use to deliver the experiences your customers demand.

via Top Technologies For Your BT Agenda | Forrester Blogs.

Related Posts:


Filed under: English Tagged: Customer Experience, Digital Experience, Digital Transformation, Engage

[EN] Why Digital Customer Service is now a Strategic Imperative | McKinsey & Company

23. August 2014 Posted by Stefan Pfeiffer

 

The problem is that companies from customer-facing industries that deploy multiple customer service channels too often assess the effectiveness of e-care by measuring individual channels, when customers today often move from one channel to another as they try to resolve service issues. They may start looking for an answer on the company’s website before switching to its mobile app, posting a comment or question via social media, and then finally turning to the call center if they have been unable to find an answer elsewhere. That’s why it’s critical to measure the multichannel effectiveness of e-care—something many companies still are not capable of doing.

via Why companies should care about e-care | McKinsey & Company.

True. Digital Channels play a more and more important role in Customer Service. But the whole and real story is: Digital Channels play a more and more dominant role from the Pre-Sales/Information Phase to Sales to Service and Support and Customer Loyalty. The whole cycle is meanwhile strongly influenced by digital and we struggle on each and every intersection point to measure it properly. What is the real influence and ROI of Social Media? Which role do digital channels play for the buying decision? How do the sellers need to act in the age of the well and pre-informed customer? And here: Which role are digital channels playing for e-care? I used to call it the Social Age. Perhaps it is better called the age of Digital Transformation everywhere (where social plays an extremely important role in the emancipation of the customers – in B2C and B2B).

Digital everywhere:

 


Filed under: English Tagged: Customer Experience, Digital Experience

[EN] Boundary Workers: Sitting Right at the Boundary of Knowledge Workers and Service Personnel [Infographic]

26. Februar 2014 Posted by StefanP.

A very interesting infographic on the new ‘boundary workers’. Wyatt Urmey describes them as follows:

There is a major shift in customer service underway and it heralds a new type of worker –the “boundary worker.” Boundary workers sit right at the boundary of knowledge workers and service personnel – they are not quite knowledge workers, but they are an order of magnitude above today’s service people. …

Social, mobile and cloud technology enable them to harness the expertise of the company on a mobile device right in front of the customer, where it matters. …

The implications for customer service are wide, stretching across traditional and digital operations in many industries, from banks to movie theaters to airports. …

So all hail the rise of the boundary worker. They will make our experience as customers the best we’ve seen in history, enabled as they are by technology and hired because they care.

via All Hail the Rise of the Boundary Worker – Social Business Insights Blog.


Filed under: English Tagged: Customer Experience, SocBiz

[EN] Boundary Workers: Sitting Right at the Boundary of Knowledge Workers and Service Personnel [Infographic]

26. Februar 2014 Posted by StefanP.

A very interesting infographic on the new ‘boundary workers’. Wyatt Urmey describes them as follows:

There is a major shift in customer service underway and it heralds a new type of worker –the “boundary worker.” Boundary workers sit right at the boundary of knowledge workers and service personnel – they are not quite knowledge workers, but they are an order of magnitude above today’s service people. …

Social, mobile and cloud technology enable them to harness the expertise of the company on a mobile device right in front of the customer, where it matters. …

The implications for customer service are wide, stretching across traditional and digital operations in many industries, from banks to movie theaters to airports. …

So all hail the rise of the boundary worker. They will make our experience as customers the best we’ve seen in history, enabled as they are by technology and hired because they care.

via All Hail the Rise of the Boundary Worker – Social Business Insights Blog.


Filed under: English Tagged: Customer Experience, SocBiz

[EN] Boundary Workers: Sitting Right at the Boundary of Knowledge Workers and Service Personnel [Infographic]

26. Februar 2014 Posted by StefanP.

A very interesting infographic on the new ‘boundary workers’. Wyatt Urmey describes them as follows:

There is a major shift in customer service underway and it heralds a new type of worker –the “boundary worker.” Boundary workers sit right at the boundary of knowledge workers and service personnel – they are not quite knowledge workers, but they are an order of magnitude above today’s service people. …

Social, mobile and cloud technology enable them to harness the expertise of the company on a mobile device right in front of the customer, where it matters. …

The implications for customer service are wide, stretching across traditional and digital operations in many industries, from banks to movie theaters to airports. …

So all hail the rise of the boundary worker. They will make our experience as customers the best we’ve seen in history, enabled as they are by technology and hired because they care.

via All Hail the Rise of the Boundary Worker – Social Business Insights Blog.


Filed under: English Tagged: Customer Experience, SocBiz