Tuesday Mar 19, 2013

Differentiating Your Brand with Customer Service By JP Saunders

Can you imagine what the conversation with the venture capitalists must have sounded like when Tony Hsieh, co-founder of Zappos, told them that his business plan was to sell shoes over the Internet? We all know that you have to try on shoes before you buy them, and as good as the virtual experience can be, it can’t tell you if your toes will be cramped. But that didn’t stop Mr. Hsieh. As he says in an interview with his Harvard School of Engineering and Applied Sciences alumni newsletter, “The goal is to ‘Deliver WOW Through Service’, so we don't have scripts, call times, or upselling the way most call centers do.”

Zappos teaches us something fundamental—to treat customers the way they want to be treated and apply great customer service practices to meet their expectations while achieving your business goals.

Bottom Line: Customer service matters. JD Powers published a study called, "Beyond Satisfaction: J.D. Power 2012 Customer Service Champions—Brands That Deliver Service Excellence to Maximize Business Results.” In it they analyzed the feedback from hundreds of thousands of US consumers doing business with more than 800 companies. They found that remarkable companies use service excellence to drive superior business results. Included among the 50 companies recognized as all-stars, were Oracle RightNow customers: Bass Pro Shops, Enterprise Rent-A-Car, Kohl’s, ING Direct and others that we aren’t at liberty to mention.

But how can we be sure that great customer service matters to the bottom line? 1to1 Media and Peppers & Rogers Group put it to the test in a fund created based on the American Customer Satisfaction Index (ACSI). According to the study, “the cumulative return of a $100 investment in the ACSI fund from April 2000 to April 2012 was $490, a gain of 390 percent. By comparison, the S&P 500 returned only $93, a 7-percent loss.”

So, what can your company do to differentiate its brand with customer service? Maybe it’s as easy as following the advice of Kate Leggett of Forrester. Leggett identifies the top 15 trends in customer service in her blog entry, and her categories are just what you’d expect: Personalize Customer Service, Empower Agents for Quality Service and Take Advantage of Maturing Customer Service Solutions.

What happens when you go onto your brand website?  

  • Do you have access to service where you need it, not just on the service page?
  • Does a live chat agent appear just when you’re about to give up on your search?
  • And, when that agent is chatting with you, do they know where you’ve been on the site in that session and what you’ve done historically with the brand? 
  •  Are you able to connect with a community of experts and hear from your peers?
  •  When you’re on the brand Facebook page, are you able to connect to customer service? And, if you are posting on social channels, does your customer service organization know just when to proactively reach out to help?
  • Have you ever ended a call with a customer service agent, just to call back to get connected to a different, more knowledgeable agent? I hope not, but if you have, what are you doing to ensure that everyone who contacts your brand from their preferred channel is getting a consistent and reliable service?

It’s not just about one of the bullets above. It’s a consistent and reliable focus on these points and others. What does your customer journey look like and what do you want the customer to take away from each experience? What happens when your customer Tweets they are looking for a way to refinance their mortgage and searches your brand site for an answer at the same time? Live Chat triggers a session and the chat agent sees where that customer has been on your website, as well as the customer’s Tweet. A quick cobrowse session allows your agent to guide the customer through the steps of filling out a re-financing form. And, a confirmation email is sent with relevant auto-generated links. This customer experience is a meaningful and successful customer journey where the next interaction continues to build the customer relationship.

How you serve your customers and what you do to elevate their experience is up to you. The next time you think your service experience can be better, rise to that challenge and demand an answer.

Learn more about Differentiating your Customer Service and Reducing your Costs on our website.

Monday Nov 26, 2012

11/28 Webinar: How Marketers Are Crafting Customer Experiences

According to recent studies by Sirius Decisions and the CEB, 70% of the consumer buying journey is complete before a salesperson becomes involved. Business customers complete 57% of their buying journey without a salesperson. So, what are savvy marketers doing to stay involved in the customer journey?

 Marketers are at the epicenter of turning "big data" into insights that are acted upon by the company and customers. Drawing upon social, transactional, and online behavioral insights, marketers are making customer interactions easier and more rewarding. Marketers are personalizing and innovating customer connections across new channels and devices, especially for interactions that span channels. Learn more about three key innovation strategies in an informative webcast sponsored by the Internet Marketing Association, University of California Irvine Extension, and Oracle on Wednesday, November 28, 11 am to 12 pm Pacific. Register today to learn from these thought leaders.

Tuesday Nov 20, 2012

11/28 Thought Leaders Webinar: Marketing Strategies for Great Customer Experiences

With the growing use of mobile and social, it's tempting to bolt on these new channels to existing processes. However, that piecemeal approach may not lead to satisfying customer experiences or solid returns on investments. Furthermore, the volume of information businesses have access to is growing exponentially. Is this leading to better business insight and customer experiences?

Join the Internet Marketing Association, The University of California at Irvine, and Oracle as we discuss marketing strategies that will help your customers have better experiences with your brand. You'll learn effective strategies for harnessing the power of "big data" to know more and understand your customers better, empowering customers and employees to make every interaction easy and rewarding, and adapting the customer experience to connect and engage effectively with each customer.

Our speakers are Melissa Boxer, Vice President of Product Strategy, Oracle Cloud and CX Applications, who is a conference keynote speaker on integrated social marketing and loyalty analytics, and Dean Abbott, CEO of Abbott Analytics, who is a thought leader in commercial predictive analytics.

This learning opportunity takes place on Wednesday, November 28, 11 am to 12 pm Pacific. Register today to learn from these thought leaders.

Tuesday Nov 13, 2012

Create a Loyalty Program That Sticks - Thursday 30 Minute Webcast

Loyalty programs don't necessarily translate into loyal or profitable customers. What are market leaders doing to retain customers?

Webcast Alert: Live complimentary webcast, Creating a Holistic Loyalty Program That Sticks, on Thursday, 11/15 at 1:00-1:30 pm EST.

Southwest Airlines joins 1to1 Media to share insights on developing loyalty programs that are focused on customer needs and preferences. Hope to see you there! 

Wednesday Nov 07, 2012

Integrating Social, Marketing, and Loyalty to Deliver Great Customer Experiences

Eighty nine percent of consumers quit a brand after one bad experience. With the high cost of acquiring new customers, what can brand leaders do? At the Loyalty World Conference this week in London, global business leaders such as the co-founder of Ben & Jerry’s shared the latest in how to retain customers and boost advocacy.

Melissa Boxer and Sundar Swaminathan of Oracle shared that by taking an outside-in approach, you can deliver a differentiated, loyalty-building experience throughout the customer lifecycle, from researching and selecting through to using and recommending. To transform customer experiences, you need to integrate your brand’s social, marketing, and loyalty functions from the commonplace silos. Three key strategies:

  • Know more and understand, unifying and capturing insights across touch points to better understand who to serve, how to serve, and when to serve. 
  • Connect and engage across social and traditional channels, empowering a relationship ecosystem between social communities, customers, and employees.
  • Make the personalized experience easy and rewarding.

Visit us on twitter.com/oraclecrm to learn more useful highlights from the #lwconf conference.

Thursday Nov 01, 2012

Europe's Largest Customer Engagement Conference


What have Ben & Jerry's, HSBC, Innocent, LoveFilm, Oracle, Orange, Virgin, and other leaders learned about innovating to build customer loyalty? Loyalty World will help you better understand, engage and retain your customers. For example, Oracle's Melissa Boxer will deliver a Keynote on "Integrating Social, Marketing, and Loyalty to Deliver Great Customer Experiences." Sundar Swaminathan will speak on "Powering Rich Cross-Channel Customer Experiences with Next-Gen Loyalty Programs." You'll learn best practices from global thought leaders who are producing real results. Learn more about the Conference.

About

The place to get informed about customer experience and how it impacts your success.

Stay Connected


Subscribe
Subscribe to our RSS feed.

Search

Archives
« April 2014
SunMonTueWedThuFriSat
  
1
4
5
6
9
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
   
       
Today