Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.
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.
A collection of the best posts about customer service and the customer experience we read this past month.
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.
Photo Credit: http://depositphotos.com/portfolio-1155356.html
By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.