The world we are today is highly connected from mobile phones, social media, micro blogging, games, services, etc... Even little children are now so connected that a new segment is being exploited by the gaming industry. This inter-connection is both a blessing and a curse. A blessing for us who gets connected to our friends, even finding new friends on line, being in touch and always available... A curse for those of us needed to ensure that this interconnection is perfect and working all the time., like in the image below showing how we are connected globally:
But that happens when business is not business as usual? How do we ensure that customer experiences are not affected when there are business problems? With so many potential channels customer experience product and service where do we prioritize? How do we handle those?
In the world where we are at every second experience services or products either we acquire, we see, we touch, we interact that builds our impression of who provides them and thus influences our consuming habits. Even at rest or when we sleep we still experience products and services we use. Having said that to companies who provide us with these products and services it is no longer the usual 8 to 5 business operations... It is an unusual 24X7 business. How do we ensure good customer experience consistently all the time?
The key to good customer experiences is consistency on every channel used by the customer. Be that the actual product acquired or service used or the various channels to complain and to gather support when needed. In today's connected world customer experience should be the same whether they use their mobile devices, personal computers, kiosk or service desk. It is important that a consistently good experience is provided in all channels.
Let's take a simple example of buying shoes... say you go and buy expensive shoes something like Stuart Weitzman.. and when you get home and found out that the shoes where worn.
What will you do? Will you go back and return the shoes? For most of us we would likely complain, and to do that we use the most convenient channel we have at that time. It can be a phone call, a self-service web page, a phone application. What is important to us as customer is the feeling that we are being listened to, that we are not being ignored. Secondly the experience we had while shopping should be consistent to the service we experience we get on all other channels. The challenge is how can we design that?
In Singapore during Customer Experience Asia, this questions will get some answers for example Vijay Venugopalan of BT is presenting The rise of connected, multichannel customer: Transforming customer experience in an Era of Business as Unusual.
But that happens when business is not business as usual? How do we ensure that customer experiences are not affected when there are business problems? With so many potential channels customer experience product and service where do we prioritize? How do we handle those?
In the world where we are at every second experience services or products either we acquire, we see, we touch, we interact that builds our impression of who provides them and thus influences our consuming habits. Even at rest or when we sleep we still experience products and services we use. Having said that to companies who provide us with these products and services it is no longer the usual 8 to 5 business operations... It is an unusual 24X7 business. How do we ensure good customer experience consistently all the time?
The key to good customer experiences is consistency on every channel used by the customer. Be that the actual product acquired or service used or the various channels to complain and to gather support when needed. In today's connected world customer experience should be the same whether they use their mobile devices, personal computers, kiosk or service desk. It is important that a consistently good experience is provided in all channels.
Let's take a simple example of buying shoes... say you go and buy expensive shoes something like Stuart Weitzman.. and when you get home and found out that the shoes where worn.
What will you do? Will you go back and return the shoes? For most of us we would likely complain, and to do that we use the most convenient channel we have at that time. It can be a phone call, a self-service web page, a phone application. What is important to us as customer is the feeling that we are being listened to, that we are not being ignored. Secondly the experience we had while shopping should be consistent to the service we experience we get on all other channels. The challenge is how can we design that?
In Singapore during Customer Experience Asia, this questions will get some answers for example Vijay Venugopalan of BT is presenting The rise of connected, multichannel customer: Transforming customer experience in an Era of Business as Unusual.
3 comments:
those are very expensive shoes
Why is Canada showing very little connection?
You might want to look up http://www.chrisharrison.net/index.php/Visualizations/InternetMap and http://civic.mit.edu/blog/cfd/rewire-digital-cosmopolitanism-book-lauch-liveblog
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