When interacting with businesses, most customers expect nothing less than a great experience. They want a personal touch, without having to repeat themselves. They want their needs to be anticipated. 72% of consumers expect companies to know their purchase history regardless of the method of communication. To be able to give them a “personal touch”, businesses need to gather data about their customers: history, preferences, past interactions. Yet, the series of data breaches or other dubious terms and conditions have left consumers wary of the ways our data is handled, with only 6% trusting businesses to use data responsibly.As awareness grew around the (mis)use of data, customers sought to regain their voice – and control their personal information. The results of this sentiment can be seen globally with the multiplicity of private data regulations, which have recently burgeoned, and culminated with the EU's General Data Protection Regulation (GDPR) – arguably … [Read more...] about Is privacy the new customer experience grail?
Customer experience centre
Australia's National Broadband Network (NBN) company has announced the launch of a business operations centre aimed at providing dedicated customer support for business users.The centre, located in Melbourne's Docklands area, will be retail service providers' single point of contact for any issues in connecting business customers, managing service incidents, and restoring faults across NBN services.NBN additionally announced that it will be "progressively" rolling out three new service capabilities over the next few months to its business division: Premium appointments; business-grade workforce training; and enterprise service-delivery management."Businesses will be able to select a specific appointment time through their internet provider based on their hours of operation, which aims to increase certainty and reduce disruption to their operations and customers," NBN said."Specialist business-grade technicians will be trained and upskilled to work in complex commercial premises to help … [Read more...] about NBN launches business customer experience centre
In today’s digital age, the biggest differentiator for success is often the customer experience. Many customers are no longer loyal to a company based on brand image, product offerings or even price. In the end, how the consumer reflects on their interactions could be the biggest factor that influences whether they come back or not.Companies are expected to offer a personalised service, via multiple channels, whenever and wherever customers want it. On top of this, there is constant pressure to deliver and one bad experience is enough to drive a customer away and into the arms of the competition. With the stakes being this high, it’s no surprise that the issue of customer experience is now a major talking point in many boardrooms across the world. Senior decision makers are considering the various processes they can put in place to improve the quality of their customer service and how they can use that improved experience to turn customers into advocates. Here are … [Read more...] about The AI-transformed customer experience – how does it actually work?
When considering the imminent implementation of the General Data Protection Regulation (GDPR), it is understandable that many organisations may see the application of stringent privacy laws and the ability to personalise the customer experience as opposing ideals. But with the deadline just a month away, it’s time to have a swift rethink. GDPR should, in fact, be thought of as a key feature for improving the overall customer experience, not a hindrance. The new rules aim to protect as many rights as possible when it comes to how consumer’s data is stored and have been developed holding the EU data subject as a central priority. Therefore, if a customer desires and, indeed, consents to a personalised experience, organisations can – and definitely should – ensure that they receive one. Personalisation: its power and potential Recent scandals have shone a light on the unethical way a consumer’s data can, and has been, … [Read more...] about Personalising the customer experience in the midst of GDPR
The customer is king. And it’s clear that customer experience strategies are a driving force behind digital transformation efforts. In fact, 72 per cent of businesses say that improving this experience is the top priority, and many organisations are turning to technology to get there. Successful companies are implementing the right mix of technology and customer service processes to address customer pain points and cultivate brand loyalty, but the road to digital transformation is not without snags.Organisations are rapidly adopting new technologies, putting the customer experience in a precarious position. It’s at a breaking point; yet many won’t realise it until it’s too late. By focusing so intently on communication channels or technology, companies risk forgetting the very core of the customer experience: people.In a technology-driven world, the top priority should still be creating a relationship between the brand and individual customer, and that simply … [Read more...] about The customer experience breaking point