Like a lot of you, I have been in the customer experience world for more than a decade. And if I am being honest, there is one thing that always gets me excited at events (#iamnotlying). Yes Sting, Gwen Stefani, and AT&T Park are awesome, but when I hear directly from brands authentically tackling how to make their customers happy and lives easier. I have to say it, I am impressed! As Kohl’s shared, customer fulfillment is no longer simply about things and stuff. These brands are striving to deliver ‘WOW’ service to multiple generations who may be calling them (Boomers with $74.9M to spend), self-serving on the web, connecting with peers on brand review sites (Millennials with projected $3.4 Trillion income/year by 2018), or now troubleshooting from IoT-enabled devices. More admirable is that these customer service heroes do it with a smile, and always share their learnings'.
At OpenWorld 2016, folks in the customer service trenches from Kohl’s, FreedomPop, VINCI, and others shared some great nuggets of wisdom:
And okay, I will be screaming a little bit for Gwen, but I get excited to meet these innovators and hear about how the landscape for customer engagement continues to evolve. We are talking customer service bots people, like in the Jetsons!
Do you want the chance to connect with some hardworking customer care leaders? Join us at this year’s Modern Service Experience. Hope to see you there!