We spend so much time thinking about call deflection, setting up Live Chat, ROI of Twitter customer service, delighting the customer…
But I’m wondering how much time we think about what the future of customer service could look like? We are living in a period of huge change, where every day we are challenged by things that are new, different, faster, more convenient. Offerings such as - Ushahidi, Zeebox, Google Hangouts, Layar, Facebook verbs, Storify, My6Sense - offer us tantalising glimpses into what that future could look like.
For each of us, these offerings will likely result in different responses predicated on different priorities, different concerns. But whatever your response, whatever your priorities, whatever your concerns, the issue is not whether you ‘get social’, the issue is not one of cost savings, the issue is not one of ROI or a lack of senior management buy-in, but ultimately, whether you or your organisation ‘gets’ your customer.
Guy is a Social Business, Managing Consultant at IBM. He has worked in the digital space for over 14 years, with the last six focussing on social business. He sits on the Founding Council for BestServiceOne.com, is a frequent conference speaker, blogger, and Tweeter. He has been described by Dr Dave Chaffey as one of the 'world's leading thinkers' on the subject. He was previously at Capgemini, and before this the Customer Knowledge Manager at The Carphone Warehouse, where he set up the use of social customer care.
[Recorded Sept 26] Traditional Voice of Customer surveys have a blind spot to real-time feedback on social media and call center interactions. Learn how progressive companies are mining Big Data to improve the customer experience, reduce churn and even boost agent selling.