What’s the CX buzz this week? (14th Jul, 2014)

This week’s edition of CX Buzz contains a unique mix of interesting content that will surely come in handy for CX professionals of all levels. Topics covered include multimodal customer service, Big Data marketing, and workforce management. Don’t forget to share the knowledge with other CX professionals!

Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_Enterprise.

Meet the New 'Multimodal' Customer Service [cmswire.com]

We begin this week’s CX buzz with the introduction of a new term in the customer service industry: “Multimodal Customer Service”.

The customer service game has leveled up with the advent of multimodal service. In the past, a customer would engage in a linear progression of channel usage and escalation (engaging via a single channel and another separate channel, if needed, to resolve an issue or gain information). Today’s multimodal customers have a very different engagement pattern. They use multiple customer service channels simultaneously (e.g. live chatting while web browsing). With multimodal customer service soon to be the new norm, it’s important to understand the implications, challenges and opportunities in servicing today’s consumer.

The three Cs of customer satisfaction: Consistency, Consistency, Consistency [mckinsey.com]

Consistency is the secret ingredient to making customers happy. However, it’s difficult to get it right and requires top-leadership attention. That’s because customers create clusters of interactions that make their individual interactions less important than their cumulative experience.  Recent McKinsey research identified three keys to consistency:

  • Customer-journey consistency

  • Emotional consistency

  • Communication consistency

Treat Your Employees like Your Best Customers [fastcompany.com]

Successful companies are proving employee happiness sets them apart in many ways from their competitors plagued with employee apathy and turnover. Happy employees are more productive, loyal, and positively contribute to a company’s financial goals - impacting the bottom line.

Why voice is the heart of the multichannel contact center [orange-business.com]

Did you know that 64% of consumers prefer voice as their customer service channel because it provides the most thorough answer? For many brands, global multichannel customer service isn’t just about adding new channels; it’s about providing the support that delivers the most effective service and the highest customer engagement. Voice is the heart of the multichannel contact center for many brands and their customers. Enjoy this brief overview which talks about very similar numbers we found in our own 2014 NICE Customer Experience Survey.

5 small steps to big data marketing success [memeburn.com]

Big Data has not always been associated with the largely qualitative field of marketing, yet that’s exactly what’s bringing success to so many organizations around the world today. The author of this article proposes five steps organizations can follow to make the transition from brand-driven entity to data-driven concepts seamless and effective.

  • Get smart, get strategic

  • Break down the silos

  • Untangle the data hairball

  • Make metrics your mantra

  • Process is the new black

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