Video: Revolutionizing Customer Service


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Every organization wants to raise its level of customer service. The question is how to do it.

Customer service experts Jochen Wirtz and Ron Kaufman—who are researchers, consultants, and authors—recommend revolutionizing customer service by jettisoning several conventional practices and engaging in deep cultural changes. Their advice includes:

  • Don’t start with customer-facing employees. Instead, include everyone in service training.
  • Don’t focus training on specific skills or scripts. Educate employees more generally.
  • Don’t pilot changes. Focus instead on sweeping reforms.
  • Don’t track traditional metrics. Look at the total number of new value-adding services put into practice.

In this Harvard Business Review webinar, Wirtz and Kaufman explain the logic behind their unconventional advice and discuss why their approach to revolutionizing service will lead to better service and improve business results.

They share practical examples and case studies of organizations that have bucked conventional wisdom to achieve uncommon and outstanding customer service excellence.


Indigonic: Managing #CustomerExperience #customerservice

The practices connecting CX management to results are branding and customer service.

This is the case no matter whether the incentive is to respond to customer’s expectations or a desire to stand out. Managers often feel that a great customer experience supports a brand by delivering its core benefits and values consistently across various customer touchpoints and channels.

The CX development process often starts with touchpoint mapping that identifies the critical moments where CX was enhanced or reduced. Subsequently, service process redesign is carried away to integrate the channels. Customer’s loyalty is perceived as a direct outcome of (high) customer satisfaction.

Dr Phil Klauss developed a measure for EXQ (customer experience quality) to identify not only what constitutes the customer experience, but also to explain important customer behavior, such as repurchasing and word-of-mouth recommendation. EXQ measures the customers’ assessment of their experience quality on three dimensions: brand experience, service experience, and post-purchase/consumption experience.

Read all Managing Customer Experience | Indigonic

My point of view:  Branding, marketing and customer service are aggressively impacted by technology.  Within  a decade customer service transformed into customer experience. But for me, kpi’s and the measurement is lagging behind. It has become time for new practices to rise.

Forrester: Top Trends For #CustomerService In 2017: Operations Become Smarter And More Strategic

In today’s world, customers decide how customer-centric a company is.

Good customer service should capture the fundamentals of a great experience: ease, effectiveness, and emotion

Looking ahead, Forrester sees 10 trends for 2017 that customer service professionals should take into account as they move the needle on the quality of service that they deliver:

Here are six of them:

Customer service organizations address a smaller volume of simple voice-based customer contacts as they mature their self-service, automated engagement, and digital operations.

Trend No. 1: Companies extend and enhance self-service.

Customers of all ages are moving away from using the phone to using self-service — web and mobile self-service, communities, virtual agents, automated chat dialogs, or chatbots — as a first point of contact with a company. Dimension Data reports growth in every digital channel and a 12% decrease in phone volume.

tumblr_okivxveodj1s2tva9o1_500In 2017: Customer service will continue to invest in structured knowledge management and leverage communities to extend the reach of curated content. Service will become more ubiquitous, via speech interfaces, devices with embedded knowledge, and wearables for service technicians.

Read all: Top Trends For Customer Service In 2017: Operations Become Smarter And More Strategic | Forrester Blogs

Calling #Customer Service? An AI Is Picking The Agent That’s “Best” For You

Think back to the last time you had to call a real, live person in order to complete a purchase or have a problem resolved. How did it go? Did…

Source: Calling Customer Service? An AI Is Picking The Agent That’s “Best” For You – Consumerist