Posts Tagged ‘Customer service’

What should you do to start the journey of constituent experience?

The effect of everyone jumping on the constituent experience bandwagon is a slowdown in the maturation of this new business discipline. Confusion abounds as does disbelief. No one wants to risk exposing their constituents (and their job security) to new engagement practices that might increase instead of decrease frustration and churn.

However, the growing confusion opens unique opportunities. Here are a couple of strategies to start action plans around.

  • Creating a disruptive mindset by reimagining your business and constituent relationships in a digital world.
  • Making trusted content the center of your business strategy and constituent experience.
  • Infusing social constituent experience across all business functional and digital touch points.
  • Repeatedly measuring and proving the financial results.

If you haven’t begun the journey, now would be the time to start.

“Lithium’s blueprint is in direct response to customer requests for advisory and insight services to help them make their social customer experience strategy a reality.” He defines social customer experience as “unlocking the passions of your customers in the digital world in a way you can capture those insights, measure them and empower your organization to bring your customers along.” ~~Rob Tarkoff, Lithium Technologies President and CEO


Should your nonprofit host a Twitter chat?

April 18, 2013 1 comment

Did you know there are 400 million tweets generated every day and 50% of all Americans see, read or hear about a tweet daily? As you can Twitter has become a very popular and powerful social medium and can become a great marketing tool for a nonprofit. It can be used for customer service, public relations and a quick way to share key knowledge.

Another way your nonprofit can utilize Twitter is by holding a Twitter chat. By definition a Twitter chat is simply an interactive conversation ran on Twitter, held at a specific time on a specific topic.

To host a Twitter chat, you simply need a Twitter handle (eg. @yournonprofit), a hashtag, which is simply a dedicated hyperlinked keyword with the “#” in front of it (eg. #yournonprofit) and a pre-determined date and time. Aside from the time invested in planning and promoting them, Twitter chats are free on Twitter to do.

Twitter chats are a great way to have an organized conversation between a nonprofit and constituents on Twitter. They can be a great way to engage with donors and ask about their needs and wants and to announce a new service your nonprofit maybe offering.

For example, Apple may use the hashtag #iphone in a 30 minute Twitter chat to discuss with the Twitter community about new features on their newest smartphone and a way to have an open, transparent forum to discuss customer concerns and wants.

Twitter chats can be very affective in building loyalty on your mission or services but they need to be marketed ahead of time on other mediums such as in email blasts and on other social media channels. A spur of the moment Twitter chat probably won’t get the biggest following.

Growing Constituents And Revenues Are Top Priorities For 2013

As more signs point to strengthening economic activity in the US and selected regions of other parts of the world, corporate austerity is fading and growth is back in the spotlight. Acquiring customers, improving the customer experience, and growing revenues have returned to center stage. Forrester Research recently asked more than 2,000 global business decision-makers at large organizations what their “critical” and “high” priorities are for the next 12 months. We found that:

  • Their top priority is acquiring and retaining customers (73%).
  • Tied for the top spot is growing overall company revenue (73%).
  • The third most important priority is addressing the rising expectations of customers and improving customer satisfaction (68%).
  • Lowering operating costs now only takes sixth place on the priority list (63%).

It is evident from these data that effectively managing customer relationships has become the top priority for business success.

Better customer experiences drive improvement for three types of loyalty: willingness to consider another purchase, likelihood to switch business to a competitor, and likelihood to recommend to a friend or colleague. Forrester’s models estimate that the revenue impact from a 10-percentage-point improvement in a company’s performance, as measured by Forrester’s Customer Experience Index (CXi) score, could exceed $1 billion.

More here: Carpe Diem With The CRM Playbook: Growing Customers And Revenues Are Top Priorities For 2013 | Forrester Blogs.

Are there risks to mobile CRM?

April 16, 2013 1 comment

There’s no stopping the mobile CRM revolution, but those who rush into it headlong with an eye only to the many benefits may be in for an unpleasant shock. As if we didn’t have enough to worry about, mobile CRM is laden with risks, too — from getting on the wrong side of the customer to getting on the wrong side of the federal government. Then there are the myriad security concerns that go along with making sensitive company data accessible on a device that may be woefully insecure.

More here: The Hidden Risks of Mobile CRM, Part 1 | Mobile CRM | CRM Buyer.

Is your contact center loyalty focused?

Is your contact center loyalty focused? One of the trends I am seeing is that as companies more fully understand the link between customer experience and loyalty, especially with customer service, they are increasingly viewing contact centers as value-creators and not just cost centers.

Some of the effects we are seeing is less focus on average-handle-time and other productivity metrics, more focus on customer feedback and quality metrics, more on-shoring of previously off-shored interactions, and more investment in agent training and coaching.

Tidbit: Consumers that are satisfied with customer service interactions are more than 4 times as likely to repurchase than those who are dissatisfied.

Interested in a Voice of the Customer Program? First build executive support

February 21, 2013 1 comment

Interested in a Voice of the Customer Program? First build executive support. Those who have gone through the process all say it is critical.  It is also consistent with research showing that executive support builds a foundation for VoC success.

Executive support helps Customer Experience pros put key building blocks in place, such as adequate tools to collect and analyze data and processes to systematically act on it.

How do you build support? Prove the value of the program by demonstrating tangible business value. Track the results of service recovery efforts to save unhappy customers and aggregate the results of improvement projects initiated by VoC-collected data.

So, get started fast but make sure the C-suite is on board.

5 questions to ask about your customer focus

February 11, 2013 Leave a comment

Whether you are a business leader of a department or the CEO, these questions make sense to ask and get answers about.

Asking the right questions is most of the job some days. Thanks to Peppers and Rogers for their insight into these questions. They have been at the customer focus for a long time now.

1. How many new customers are you attracting and what is their value?

2. How many customers are you losing; why and what is their value?

3. Why are your continuing customers loyal to you?

4. What is the profitability of each customer group?

5. Are your customers vouching for you?

Read more: Customer Strategy | Making Customers an Asset of Your Business

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