What Customers Want As a consumer, customer experience is simple: you want to be served whenever you want, however you want (channels). You expect the company...
What Customers Want As a consumer, customer experience is simple: you want to be served whenever you want, however you want (channels). You expect the company to know you and make relevant offers. If things go wrong, you expect quick fixes. You hate to repeat the same story you told the call center agent a week ago. You also expect to be surprised in a positive way. Sometimes you really don't know what you want, but if they show you something cool, you might buy it. For...
What Customers Want As a consumer, customer experience is simple: you want to be served whenever you want, however you want (channels). You expect the company to know you and make relevant offers. If...
A friend came back from a three-week vacation on the Maldives. Lucky guy! "How was your vacation?" I asked. "Great," he said. The place was just marvelous and...
A friend came back from a three-week vacation on the Maldives. Lucky guy! "How was your vacation?" I asked. "Great," he said. The place was just marvelous and the diving experience was phenomenal. However, the flight on the way back was horrendous. It ruined my whole vacation." "Really?" I raised my eyebrow. "How could a nine-hour flight ruin three weeks of great vacation?" My friend had chosen a selected piece of memory to drive how he felt about his entire experience. To...
A friend came back from a three-week vacation on the Maldives. Lucky guy! "How was your vacation?" I asked. "Great," he said. The place was just marvelous and the diving experience was...
As Steve Jobs famously said, "You've got to start with the customer experience and work back to the technology—not the other way around." In the same spirit,...
As Steve Jobs famously said, "You've got to start with the customer experience and work back to the technology—not the other way around." In the same spirit, Oracle now offers workshops that drive a deep understanding of the complete customer journey. The Customer Experience Journey Mapping Workshops follow a step-by-step methodology that transcends industries or individual businesses. Attendees get hands-on experience as they explore the methodology, and then can use this...
As Steve Jobs famously said, "You've got to start with the customer experience and work back to the technology—not the other way around." In the same spirit, Oracle now offers workshops that drive a...
Television viewing is an emotional experience. As we watch our favorite shows, we laugh, we become enamored with our favorite characters, and we are sometimes...
Television viewing is an emotional experience. As we watch our favorite shows, we laugh, we become enamored with our favorite characters, and we are sometimes moved to tears. If you are like me, you even scream at the TV during football games. On February 2, 2014, during Super Bowl XLVIII, you’ll also start to do something that was not possible until now - buy what you see advertised on one of those infamous Super Bowl ads. Shopping is also an emotional experience, so it is a...
Television viewing is an emotional experience. As we watch our favorite shows, we laugh, we become enamored with our favorite characters, and we are sometimes moved to tears. If you are like me, you...
By Kristine Vallila Ajlan & Bros, a large Saudi Arabian distribution company specializing in the design, manufacture and supply of clothing across the Middle...
By Kristine Vallila Ajlan & Bros, a large Saudi Arabian distribution company specializing in the design, manufacture and supply of clothing across the Middle East has just announced a significant investment in online commerce. Does this present a tipping point in the development of online commerce in the Kingdom of Saudi Arabia? Three years ago, there was very little attention outside the core early adopters. As with many markets breaking into online commerce, those early...
By Kristine Vallila Ajlan & Bros, a large Saudi Arabian distribution company specializing in the design, manufacture and supply of clothing across the Middle East has just announced a significant...
Happy New Year! As we embark on 2014, I thought about the key trends that we’re seeing in the customer service business and how they impact you as well as the...
Happy New Year! As we embark on 2014, I thought about the key trends that we’re seeing in the customer service business and how they impact you as well as the impact to the Oracle Service Cloud business. Here's my 2 cents on what matters for the new year. Feel free to put in your own 2 cents in the comments! 1. Customer Service Becomes a Boardroom Priority We’re about 3 years into the Age of the Customer, a 20-year cycle in which the most successful enterprises will...
Happy New Year! As we embark on 2014, I thought about the key trends that we’re seeing in the customer service business and how they impact you as well as the impact to the Oracle Service...
Happy New Year to you! As we move into 2014, I spent some time thinking about the trends we’re seeing in customer experience and how they relate more...
Happy New Year to you! As we move into 2014, I spent some time thinking about the trends we’re seeing in customer experience and how they relate more specifically to customer service. Here are a few predictions I have for the coming year. Let me know what you think, too!Easy & Accessible Trumps Delightful & CourteousThe usage of Customer Effort Score (CES), the measure of how much effort the customer has to put forth to resolve a customer service issue, will exceed the usage...
Happy New Year to you! As we move into 2014, I spent some time thinking about the trends we’re seeing in customer experience and how they relate more specifically to customer service. Here are a few...
What if you could take your best Sales Rep, your best Service Rep, and your best Support Rep, fuse them into one person, and assign that person to each of your...
What if you could take your best Sales Rep, your best Service Rep, and your best Support Rep, fuse them into one person, and assign that person to each of your customers for truly personal service? Now you can with the Oracle RightNow Virtual Assistant Cloud Service, released in November 2013! The Virtual Assistant provides everything you need to offer your customers the best personalized service during their online experience.It has…A custom branded face that can be...
What if you could take your best Sales Rep, your best Service Rep, and your best Support Rep, fuse them into one person, and assign that person to each of your customers for truly personal service? ...
Guest Blogger: Aphrodite Brinsmead, Senior Analyst at Ovum Businesses need toplay a greater role in influencing information on communities Alongside Facebook...
Guest Blogger: Aphrodite Brinsmead, Senior Analyst at Ovum Businesses need toplay a greater role in influencing information on communities Alongside Facebook and Twitter, communities are becoming a valuablealternative for customers to find answers to their support queries. Businessesneed to ensure that posts on these sites are accurate and consistent with informationavailable through other contact center channels. The advantage of communitiesover other social media sites is...
Guest Blogger: Aphrodite Brinsmead, Senior Analyst at Ovum Businesses need toplay a greater role in influencing information on communities Alongside Facebook and Twitter, communities are becoming a...
