Best Customer Service Articles: October 9-15
Why Your Company Needs a Chief Customer Officer | Forbes.com
This is a Forbes contribution from McKinsey & Company. In it, Chris Davis, Alex Kazaks, and Alfonso Pulido talk about the importance of having someone to represent the needs and wishes of your customers in the executive level of your company. In other words, a CCO – Chief Customer Officer. It’s a position that other companies have seen improve customer satisfaction and boost sales while reducing complaints.
“…Improving experiences along the customer journey – which is defined as a series of interactions with a brand to achieve something – can boost revenue by up to 15 percent and increase customer satisfaction by 20 percent, while at the same time lowering the cost of serving customers (through automation, for example) by as much as 20 percent.” – Chris Davis, Alex Kazaks and Alfonso Pulido, McKinsey & Company
Social Media Success: Boost Customer Engagement with Better Content | SusanSolovic.com
Susan says the social network you’re using might not be the problem if you’re not getting optimal results with your social media marketing efforts. It might be your content. That’s not bad news entirely, though – if you improve your content, you will almost certainly boost your customer engagement and get more out of your social media presence as a company.
“…Whether you’re using Twitter, Facebook, Linkedin or even image- and video-based social media like Instagram and Snapchat, it’s important to mix up the type of media you post.” – Susan Solovic, ‘The Small Business Expert’
The Best Ways to Get Through to Customer Service | Local8Now.com
This article gives a few tips for getting through to, or reaching, live customer service agents at any company you call. We love these ideas for getting past the “robots” and connecting with a real human being on the other end. In fact, we’ve written several articles about avoiding automated call answering systems and why you should always have a real person answer your phone.
“We all know about those customer service numbers, but how can you get past those annoying automated computer menus? There’s more ways than ever to skip the robot and get a response from someone in real time.” – Lauren Davis, Reporter at Local8Now
Expedia Plans to Use Artificial Intelligence for Customer Service | Skift.com
While finding ways to utilize Artificial Intelligence has been a challenge to figure out for the leisure travel industry over the years (as the article describes, it’s too “opportunistic” and based on discovery to be accurately predicted by algorithms), that might not be the case with business travel. It’s more predictable and suited to working with Artificial Intelligence to serve customers – an action that would replace real travel agents, unfortunately.
“In the travel industry, one example would have artificial intelligence replicating great travel agents,” offered Altimeter Capital CEO Brad Gerstner, a former Orbitz board member and ex-co-CEO of cruise and vacation seller National Leisure Group.”
3 Ways Brands Can Improve Customer Service by Embracing Change | CustomerThink.com
Brands can improve their level of customer service by embracing change in several ways, but this article highlights 3 of them. Changes that companies will face include the technological and digital shift, making customer service channels like mobile messaging and live chat more essential for the average company.
“As companies embrace mobile messaging and chatbots for customer support, driving down the cost of traditional call centers, it’s important that the focus remains on opening up and improving direct dialog with customers.” -Donna Peeples of CustomerThink.com