What Do Consumers Value Most in a Service Experience?

As a customer experience professional, I am always interested in what customers value the most. If we get it right, we can successfully manage our resources, priorities and engagements to ensure we are providing the expected value to our customers and ultimately achieve our respective goals.

To that end, we conducted a study with consumers around the world earlier this year, “Customer Service Experience Study, Wave II“, and in it asked two key questions: “What do customers want in a great service experience?” and “What do companies and customers want from the technology behind that great customer experience?” The respondents [...]

The Future of Customer Engagement Will Look Much More Like This

Earlier this summer, Amazon turned a service failure into a genuine feel-good moment. It was a great illustration of how the art of customer engagement is changing, for the better.

My family had gathered together to watch a movie while away for the weekend in wine country. The choice was finally made (after much debate), seats negotiated, licorice distributed and play button pushed. Suddenly the dreaded “death spiral” appeared on screen as the movie continued to buffer. After putting the room back in order, my family begrudgingly retreated to bed. Before my head hit the pillow, I decided to check [...]

Know and Retain the Next Gen Policyholder

Younger generations including the Millennials and GenY are known as being driven by technology, they want less personalization, and are instant gratification-type generations. They want their information when and how they prefer, and tend to be able to get what they need in a flash. Their communications are based on social, mobile, and instant messaging platforms, and it’s an assumption that personalization isn’t a priority for them. But, is that really the case?

In an effort to better understand these preferences and trends, I pulled together a multi-generational panel that represented various types of policyholders during the insurance track at [...]

Six Things I’ve Learned During my Nine and a Half Years at Interactive Intelligence

Nine and a half years is a long time at one company… in the same job. As a result, I’ve learned quite a bit along the way. And while the list of things I’ve learned as chief marketing officer might be longer, I’ve identified six key lessons that I think have been some of the most valuable:

There is no substitute for a visionary CEO. Market conditions are constantly changing. I’ve learned that a good, smart leader can usually get the current conditions right. But the secret to long-term sustained growth is a CEO who is constantly able to see what [...]

The Great Contact Center Role Reversal: Social Customer Service

Even since the dawn of the call center, and through to the morphed version of today’s modern-day contact center, the roles of the service provider and the customer have been pretty clearly defined. The customer needed answers. The agents have the answers (at least that is the hope). And the provider of the service determined the rules of how a customer would get to an agent, which agent he or she would be routed to, and how fast that routing would take place. Machines, like sophisticated automatic call distributors (ACDs) automated this process…but still the rules of how all the [...]

Three Ways to Meet the Patient Experience Challenge

Patient engagement solutions and population management strategies have been at the top of the list for many healthcare providers. All of this is driven by recent regulations and changes enforced by the Affordable Care Act. At the end of the day, providers are looking to cut costs, reduce readmission, and avoid penalties. What many are missing is the power of the patient service centers (or contact centers) in assisting with these initiatives.

In a recent article I authored on the Advance Healthcare Network web site, entitled, “Improving Patient Engagement: Top five contact center initiatives for providers”, I outlined 5 areas [...]

Customer Experience Makeover – Contact Center Edition

Makeovers come in all shapes and sizes. New hair and makeup, new body curves, even a house transformation that makes those tired three bedrooms and 1800 square feet look shiny and new.

What if you took that same concept – out with the old and in with the new – and applied it to the experience you deliver your customers? And how about if that makeover goes right to the core of the customer experience — the contact center? Together with our friends from TMC we hatched the idea. Our plan is to do a complete, no-charge, makeover of the [...]

Learning Web Chat Lessons From Dell

Depending on the research report you read, chat looks to be the second most popular service communication channel, behind the ubiquitous telephone – and yes, ahead of email.

If that is the case, its no surprise that businesses are trying to figure out how to do chat well! Do I blend chat with my agents who also take phone calls? How many chats should an agent handle at once? What are the hiring criteria for a good chat agent? What tools do chat agents need in addition to what their phone counterparts have? What are the best KPIs to apply [...]

My Multichannel Customer Experience Experiment – Post Script

If you’ve followed my posts tracking my experience with Delta airlines (latest post, My Multichannel Customer Experience Part 3), you’ll know that the airline didn’t do too well relative to delivering a great customer experience. However, I think I might have been critical of Delta for the wrong reason. What I’ve now learned is, they’re not bad, they’re just slow!

All my comments about Delta not responding to my tweets, online posts, and phone calls were a bit premature. This weekend, I got two calls from the Delta customer care people following up on my complaint. I then received a [...]

My Multichannel Customer Experience Experiment – Part 3

So here are the results of the last part of my experiment, which in case you missed the overview, is set up in my blog post from last week, My Multichannel Customer Experience Experiment. Essentially, my experiment was designed to see how Delta Airlines would respond to a service compliment and a service complaint delivered over several channels. Here are the results of my “complaint” interaction:

Phone: Let’s start with the phone, since it proved to be the most interesting. I called the phone number listed below the comment/complaint tag on the Delta website. The speech-driven interactive voice response (IVR) prompted [...]