• In my last post I talked about how the customer experience usually starts far before they choose to contact customer support.  In many cases the customer experience has already been tarnished before they begin looking for a resolution on company web-sites, IVR's, Call Centers and other methods of resolution.  The customer experience starts with the first interaction.

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  • In my previous post talking about 'Measure' I introduced you to a company called Clickfox (www.clickfox.com) The more I speak with them the more I realize how far the 'Customer Experience' can be taken.  She shared with me how a client of theirs was using ClickFox in the typical way by charting the paths of a single client across multiple interaction channels.  She was working with a telecom company and explained how they followed a large number of customers who first started on the web site looking up orders and th

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  • When implementing consistent products and services across multiple channels, it is important to think about how you will measure the success.  Customer behavior is both an art and a science and requires the review of results.  You have to be able to track a customer’s use of your on-line site to see where they went and be able to ask questions about why they did things in a certainly order.  For example, if a customer looks at an item on-line, adds it to

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  • When considering offering your products and services across multiple channels, it is very important to ensure that all of the channels allow for the same activities.  Many companies who already have an IVR and Call Center will create their self-service web presence and offer more or less functions/features.  If you are trying to reach your customers that prefer to work on-line, do not disappoint them by making them call the IVR or Call Center because they cannot comp

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  • Many companies identify the channels that they are going to use and then add entire departments to handle the new channel.  I have seen departments responsible for processing fax orders, another for managing e-mail orders and a third, who takes phone orders.  This type of segregation introduces operational and communication challenges not to mention reducing organizational efficiency.  Additionally, it begins to segment how you support your

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  • Companies are recognizing the importance of getting in front of their customers and that the amount of time that a customer will pay attention is limited. Companies are leveraging the different channels as an opportunity to speak with their customer. On-Line interaction allows focused messaging, ads and other information specific to that customer. Phone and IVR interaction enables dynamic messaging to the customer with information that is specific to the customer.

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  • Many errors that companies make when converting a traditional IVR to a voice application is that they keep the same tree structure. Many customers hate IVR’s because not everyone thinks in a methodical, structured way and do not have the patience to navigate through the tree to the option they want. Consider turning the experience into a conversation. Rather than asking them to listen to the options and pick one, just ask them what they would like to do.

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  • Are you listening to your customers (including their complaints)? Some companies despise their problem customers and wish they would go away. Companies changing the game of customer service are listening to their customers and providing innovative ways to serve them. Your customers are sophisticated and demand more from your products and services. These multi-channel customers are combining the best interaction experiences from every place they go and expecting you to provide it too.

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  • If you cannot answer this question, chances are you are losing them and do not know it. To know more about your customer you have to spend time analyzing your customer information. Items such as demographics, behavioral trends (paying late, calls into your contact center, use of on-line tools), method of contact (home phone, cell phone in the car, work phone, On-line) as well as complaints and suggestions.

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  • Just about everything offered in the marketplace today has become a commodity. There are more and more suppliers offering similar, if not the same products. As a business, it has become more difficult to differentiate yourself from your competition. One area where a company can set itself apart from their competition is to offer impeccable customer service in various different ways. This applies to manufacturers, service providers, resellers or even internal departments within your organization.

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