Tuesday Oct 30, 2012
Friday Oct 26, 2012
By Jeri Kelley on Oct 26, 2012
With online holiday spending reaching $35.3 billion in 2011 and American shoppers spending just under $750 on average on their holiday purchases this year, how ready is your business for the 2012 holiday season?
Today’s shoppers do not take their purchases lightly. They are more connected, interact with more resources to make decisions, diligently compare products and services, seek out the best deals, and ask for input from friends and family. This holiday season, as consumers browse for apparel, tablets, toys, and much more, they will be bombarded with retailer communication - from emails and commercials to countless search engine results and social recommendations. With a flurry of activity coming at consumers from every channel and competitor, your success this year will rely on communicating a consistent, personalized message no matter where your customers are shopping.
Here are a few ideas to help with your commerce strategy this holiday season:
- CONSISTENCY COUNTS FOR MULTICHANNEL SHOPPERS
According to a November 2011 study commissioned by Oracle, “Channel Commerce 2011: The Consumer View,” 54% of consumers in the U.S. and Canada regularly employ two or more channels before they make a purchase. While each channel has its own unique benefit, user profile, and purpose, it’s critical that your shoppers have a consistent core experience wherever they’re looking for information or making a purchase. Be sure consumers can consistently search and browse the same product information and receive the same promotions online, on their mobile devices, and in-store.
Tuesday Oct 23, 2012
By Charles Knapp on Oct 23, 2012
What would it matter to offer your customers best-in-class service and support experiences? According to a new study, best-in-class companies enjoy margins that are nearly double the average, retain almost all of their customers each year, deliver annual revenue growth that is six greater than average, and realize cost decreases rather than increases!
What does it take to become best in class? Some of the keys are:
- Engage customers effectively and consistently across all channels
- Focus on mobility to improve reactive service performance
- Continue to transition from primarily reactive to proactive and predictive service performance
- Build the support structure for new services and service contracts
- Construct an engaged service delivery team
Join the Aberdeen Group, Oracle, Infosys, and Hyundai Capital as we highlight the key stages in the service transformation journey and reveal how Best-in-Class organizations are equipping themselves to thrive in this new era of service. Please join us for "Service Excellence and the Path to Business Transformation" -- this Thursday, October 25, 8:00 AM PDT | 11:00 AM EDT | 3:00 PM GMT | 4:00 PM BST.
Monday Oct 22, 2012
Watch Customer Concepts TV and Find Out How Leading Organizations Are Creating Engaging Customer Journeys
By Jeri Kelley on Oct 22, 2012
To learn more, I’m looking forward to tomorrow's Customer Concepts Web TV show. On October 23rd, experts from Oracle and various successful businesses such as Euroffice will discuss how the customer journey has fundamentally changed and will share best practices for adapting your organization so you can truly engage customers.
These Customer Concepts Web TV programs are an excellent way of keeping up with the very latest thinking in the field of customer experience. Register for tomorrow’s event now at: http://bit.ly/RqPSL3
Wednesday Oct 17, 2012
Monday Oct 15, 2012
By Charles Knapp on Oct 15, 2012
The uncertain economy has had a sustained impact on service organizations and processes. The impact has contributed to new complexities - new customer engagement channels, enhanced user and customer expectations, rapidly evolving technologies, increased competition, and increased compliance and regulatory mandates. Yet many organizations have embraced these challenges by investing in and transforming customer service to evolve, differentiate, and thrive under current constraints. What is their secret?
Transforming Support Centers into Profit Centers
According to the recent Aberdeen research report, “Service Excellence and the Path to Business Transformation”, service is now viewed as a strategic profit center at nearly 70% of organizations. As customers demand improved service, in terms of speed, efficiency and reliability, an organization's success has become increasingly dependent on optimizing the customer ownership experience. Those service organizations focused on providing easy, consistent, and relevant interactions across the customer lifecycle, including service and support delivery, are experiencing higher levels of customer acquisition and retention and are achieving better revenue and margin growth rates.
Don't miss this opportunity to learn how to transform to provide the next generation of service offerings. Click here to register now for the webcast and download a complimentary copy of this informative new research paper.
Thursday Oct 11, 2012
By Charles Knapp on Oct 11, 2012
and by Suzy Meriwether
The Customer Service Leader is under greater pressure today than ever before. With rapid adoption of new communication technologies and devices by customers, customer expectations are on the rise and social media provides a venue to share their experiences.
To respond to these industry change drivers, Customer Service Leaders need to deliver a superior customer experience, achieve operational excellence, and transform their service organization.
Oracle is hosting a series of evening seminars to discuss these drivers and how to improve efficiency within the service organization while treating every interaction as an opportunity to deliver superior customer experiences and increase revenue throughout the entire customer lifecycle.
• Miami – November 7th @ Marlins Park – Call to register: 1-800-820-5592 x 10996
• Dallas – November 8th @ Cowboys Stadium – Call to register: 1-800-820-5592 x 11016
• Philadelphia – November 13th @ Rodin Museum – Call to register: 1-800-820-5592 x 11013
Be sure to mention you heard about this event from the Oracle CX Blog. I hope to see you there.
Friday Oct 05, 2012
By Michael Hylton on Oct 05, 2012
For those who attended today’s Oracle Customer Experience Summit keynote you heard from Brian Curran talk about the strategies and best practices to implement customer experience (CX) in your organization. He spoke about how this evolving journey begins by understanding six steps to transform your business and put your customers front and center. Here are those key six steps:
- What are the strategic business objectives in your company?
- What are your operational objectives and KPIs necessary to measure a CX project? Build an income statement and create “what if” scenarios and see how changes impact your business’ bottom line. Explore what keeps you from getting to your own goals for your business.
- Define the business objectives and opportunities you want to meet?
- Understand the trends and accelerators in the market? What factors are going on in the market affect that impact your business? Social? Mobile? Cloud? Just to name a few. Many of these trends may signal a change in the way people think about your business.
- What approach will you take to solve these issues? Understand who your customer is. How do you need to adapt your business to build relevant, personalized customer experiences?
- What technologies can you implement to address CX? Does technology help you solve your problem?
A great way to begin your customer experience journey is a concept called journey mapping, one of the most powerful and deceptively simple tools for unlocking CX innovation at your organization. Here is where you can learn more about how you can bring this concept into your business to drive great customer experiences.
Thursday Oct 04, 2012
By Christina McKeon on Oct 04, 2012
What makes a great customer experience? And, why should
you or your organization care? These are the questions that set the stage for the Oracle
Customer Experience Summit, which kicked off yesterday in San Francisco.
Day 1: The first day was filled with demos and
insights from customer experience experts and Oracle customers sharing what it
takes to deliver great customer experiences. Author Seth
Godin delivered an entertaining presentation that included an in-depth
exploration of the always-connected, always-sharing experience revolution that
we are witnessing and yes, talked about the purple cow. It turns out that
customer experience is your way to be
the purple cow. Before everyone headed out to see Pearl Jam and Kings of Leon
at the Oracle customer appreciation event, the day wrapped up with a discussion
around building a customer-centric culture. Where do you start? Whom
does it involve? What are some pitfalls to avoid?
Day 2: The second day addressed the details behind all the questions brought up at the end of Day 1. Before you start on a customer experience initiative, Paul Hagen noted that you must understand you will forge a path similar to Copernicus. You will be proposing ideas and approaches that challenge current thinking in your organization. Just as Copernicus' heliocentric theory started a scientific revolution, your customer-centric efforts will start an experience revolution.
If you think customer experience is like a traditional
marketing approach, think again. It’s not about controlling your customers and
leading them where you want them to go. It might sound like heresy to some, but
your customers are already in control, whether or not your company realizes and
acknowledges it. And, to survive and thrive, you'll have to focus on customers
by thinking outside-in and working towards a brand that is better and more
authentic. We learned how Vail Resorts takes this customer-centric approach.
Employees must experience the mountain themselves and understand the experience
from the guest’s standpoint. This has created a culture where employees do things for
guests that are not expected.
We also learned a valuable lesson in designing and
innovating customer-centered experiences from Kerry
Bodine. First you make the thing, and then you make the thing right. In
this case, the thing is customer experience. Getting customer experience right
means iterative prototyping and testing of your ideas. This is where shampoo
comes in—think lather, rinse, repeat. Be prepared to keep repeating until the
customer experience is right.
Many of these sessions will be posted to YouTube in the coming weeks so be sure to subscribe to our CX channel.
Tuesday Oct 02, 2012
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- Modern Customer Experience Metrics by David Lanning
- 5 Tips for Budget-Friendly Training in the Modern Contact Center
- Roadmap to Modern: "Get Going" by Katherine Lovelace
- ICMI Webcast: 5 Low or No Cost Ways to Train Agents in the Modern Contact Center by Justin Robbins and Tuula Fai
- Productivity – A Priority for Every Business Leader by Caesar Peter
- Oracle OpenWorld 2015: We Want to Hear Your Story! by Scott Ewart
- "Are we there yet?" The Oracle Roadmap To Modern by JP Saunders, Senior Director Business and Solution Strategy
- The Road to Modern Field Operations at Field Service USA 2015
- 3 Steps to a Modern Profitable Service Organization by Jeff Griebeler, CX Strategist
- The Modern Customer Experience Conference Keynotes