Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.
VOLUME 36: October 2014
Thoughts on the Customer: The Omnipresent Customer
If you are involved with customer experience at any level, you have likely heard the word “omnichannel” so many times in the last few years that you are seriously considering naming your next pet Omni.
While buzzwords and strategies that fall out of favor after a few years are often hard to spot in real-time, the importance of omnichannel strategies seems likely to stand the test of time. Customers want to talk with us where they want to talk with us, and they want the experience to be seamless and consistent across channels. Based on current technological trends, it seems unlikely that this trend will weaken with time.
Thinking about omnichannel ideas has me pondering whether the next buzzword will be omnipresent? More and more customers are expecting answers in real-time, and an increasing number of customers are becoming less tolerant of not being able to be serviced because of once quaint notions like “evenings” and “weekends.”
Of course, in a few industries this is already true, and in a few, it is likely to never be true. However, I wonder if we will see an increasing number of industries and organizations moving to be more omnipresent, to have active service channels (not just passive ones) accessible many more hours a week?
I have my doubts for a number of reasons, but it is interesting to consider.
The Month in Customer Service Blogging
A collection of the best posts about customer service and the customer experience we read this past month.
- Are You Practicing Wild Empathy? – “Customer empathy is not a pity-party!” Plus a great way to act on it.
- How To Lose A Customer In Ten Minutes – With habits like blame the customer, sound grumpy and take your time to respond, you may lose the customer even quicker.
- Customer Service ‘Top 10’: Our Best Blogs To Get Your Customer Experience Primed For the Holiday Rush – Compilation post from Disney Institute will help you get your Customer Experience holiday ready.
- 10 Ideas to Take Your Customer Experience to the Next Level – Ideas include Collaborate on the C-Level, Test, Test Test, and Don’t Ignore Mobile.
- Customer Service 24 Tips: Customers Want it Easy & Valuable – How hard is it for your customers to do business with you? Twenty four tips to make it easier for them.
- Customer Engagement is the Capstone of Customer Experience Management – The end of a 10 part series with a look into customer engagement and why trust is so important.
- What Angry Customers Tweet About – Have you looked into what your angry customers are tweeting about? Jeff Toister did, and the results are interesting.
- Customer Service – Which Comes First – the Customer or Your Staff? – This article explains why the answer needs to be both. (Note: For another perspective, check out our post Customer Before Employee, Employee Over Customer.)
- 5 Reasons Why Customer Feedback Matters More Than Ever – The best way to understand the customer’s perception is to ask them. Here are five reasons you should.
- The Customer Experience Continues After the Transaction is Complete – Reminder to give our customers appreciation after the sale.
- Consistency and the Customer Experience – A call for consistency and why it’s so important to the customer.
- 4 Steps For Creating Brand Evangelists With Customer Service – An encouragement to use excellent customer service get an evangelist army and 4 tips to get you started.
- 6 Ways To Deliver A Better Customer Experience – “What are your guiding principles when it comes to customer service?” 6 tips to help you answer this.
- Getting Employee Buy-In for Your #CX Transformation – You’ve constructed the greatest customer experience. Now here’s some insight to get your employees to buy-in to it.
Someone Was Listening
Sometimes the most popular post from the previous month; sometimes just the one I liked best.
As you know, we focus a great deal on the idea of customer effort or customer hassle on this blog. In A 3-Point Checklist for Reducing Customer Hassle, we give three top level questions you can ask to get a sense for the hassles customers might experience in their journeys with your organization.
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