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Snippets from #CRSummit

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I recently attended Customer Response Summit in Toronto, Canada, and had the opportunity to connect with Customer Experience professionals. Just in time for summer, freshly picked bushels of #besocial wisdom from Execs in the Know!

• Stop debating who owns social. Social should live where customer service lives today – migrate now and get top execs to back that.
• With 46% Smartphone usage today, on the rise 11% next year, the SOMO crowd is here.
• If it costs a little more to engage in social, it’s worth it.
• Social is about making them feel better in the moment.
• Join forces with your Customer Experience Team and Marketing. There is success in collaboration.
• Recruitment is key; just any customer service representative is NOT adequate to serve up social.
• UPSKILLING! Investment in the right skills delivers positive ROI.
• Regardless of the brand, the common theme is that responding quickly is key.
• Proactive Chat is more effective to capitalize on engagement.
• Usage of social is driving sales in banking.
• Meet the customers WHEN they want it, WHERE they want it, and make it seamless.
• Use data and technology to anticipate customer pain points. Get more bang for your buck if you associate social with a potential service to help, such as car service needs.
• Let’s get AGILE! We don’t have 6 months to problem solve. Things keep moving anyway.
• Pilot! Establish a Center of Expertise to experiment. Make mistakes and move on!
• Start with simple Customer Experience mapping. Disney has a great model.
• We’re moving at 100 MPH to get back to where we were! (Think Sam Drucker, solicitous store owner in Green Acres)
• Regarding social responsibilities – fences make good neighbors.
• The future era is collaborative – shared bicycles, tenant gardening, and loaning tools.
• Future expectations will include issue resolution via social media.

Thanks to all for their passionate contributions to the Summit. It’s time jump into the social swimming pool this summer- “the possibilities will give you goosebumps”!

See you in September,

Holly Berry


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