I remember a painting professor I had telling the class: “forget the contours, contours are in your brain, not in reality. Painting is a visual interpretation. You don’t paint a chair, you find a solution, in canvas, for the colors, light and shadows you observe, ignoring if they seem a chair or a train. If you do it right, in the end you’ll get a chair”.
Our experience as a vendor in the customer experience journey global market in the last 25 years is a source of insights and lessons on how organizations can excel in managing the entire customer experience and reap enormous rewards.
Unlike the idyllic, festive, and calm scenario that the idea of Xmas brings into the mind of all of us, for the most part of businesses it is quite the opposite. According to Statista, the holiday season accounts for 20% of the retail Industry´s annual sales, and can account for as much as 30% of an individual retailer´s total sales. Things do get hectic.
Every day, start-ups and other innovative businesses are coming up with new business models that highlight how digital transformation is changing sales, marketing and customer service in all industries.
Which of us doesn’t have a pet hate for those annoying people that call us at the most inappropriate times, such as the middle of dinner, to sell us something that we couldn´t care less about?
Interactions in the contact center are just like interactions in any other setting, on any other occasion, with any other people. They are better when those involved have a good connection. But “good” means different things for different people. Each person has its own circumstance, its personality, its own way of expressing itself and of wanting to be treated.
The European General Data Protection Regulation (GDPR) takes effect on May 25, 2018, and it aims to create a stronger, harmonized data protection legal framework throughout the European Union, with the aim of giving citizens more control over their personal data, while imposing strict rules on companies who host and process this data.
Are your contact center agents still greeting your customers with this line?
The arrival of bots in customer service creates real opportunities for brands, but you should know how to use them intelligently.
The only way through which a Company can come close to our demands in this new society on demand is by trying to anticipate to the customer’s behavior, shaping it and getting the most appropriate tools in order to enhance those sequences of interactions or “golden moments”. This is what we call Customer Journey.