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Nicola Millard, <a href="http://www.btglobalservices.com">BT Global Services</a>' futurologist (her title, not mine) shared some of its research into the future of customer experience. Much of the future is like today, but more so. More customers will be looking for a truly integrated experience across channels. Surprisingly (or not for a phone company), real live people on the end of a phone or in a branch/store are still the channel of choice for complex problems. Customers are happy to use the web for basic fact finding and simple problem solving but as soon as it gets tricky, they want to talk. Contact centre operatives therefore need to be able to deal with increasingly complex problems - regurgitating the FAQ is not enough. Henley's own research into the perfect customer experience identified the top three attributes that drive satisfaction for both B2B and B2C. For B2C the three are: <ol> <li>How helpful the organisation (ie its people) is.</li> <li>How the organisation minimises the time consumers have to spend on a transaction.</li> <li>The organisation's ability to recognise the customer - i.e. knows about them.</li> </ol> For B2B , what matters is: <ol> <li>The extent of personal contact</li> <li>Flexibility in dealing with the customer</li> <li>Demonstrating an implicit understanding of their needs</li> </ol> Other speakers from <a href="http://www.lastminute.com">lastminute.com</a> and customer management outsourcer <a href="http://www.vertex.com">Vertex</a> also stressed the critical role that people and managing them effectively plays in delivering a great customer experience. In summary; you can have all the technology you need, but when push comes to shove, it's still people that make the difference. There was also an interesting discussion about Web2.0 and the customer experience but I'll leave that to another blog. David Jackson is the Managing Director of <a href="http://www.clicktools.com/"> Clicktools </a> . --------------- The views of the author do not necessarily represent those of the publisher.

<FormattedContent xmlns="http://www.e-consultancy.com/schema/formattedContent/"> <Paragraph>Nicola Millard, <Link URL="http://www.btglobalservices.com" Window="Self">BT Global Services</Link>' futurologist (her title, not mine) shared some of its research into the future of customer experience. </Paragraph> <Paragraph>Much of the future is like today, but more so. More customers will be looking for a truly integrated experience across channels. </Paragraph> <Paragraph>Surprisingly (or not for a phone company), real live people on the end of a phone or in a branch/store are still the channel of choice for complex problems. </Paragraph> <Paragraph>Customers are happy to use the web for basic fact finding and simple problem solving but as soon as it gets tricky, they want to talk. </Paragraph> <Paragraph>Contact centre operatives therefore need to be able to deal with increasingly complex problems - regurgitating the FAQ is not enough.</Paragraph> <Paragraph>Henley's own research into the perfect customer experience identified the top three attributes that drive satisfaction for both B2B and B2C. </Paragraph> <Paragraph>For B2C the three are:</Paragraph> <List Type="Numeric"> <ListItem>How helpful the organisation (ie its people) is.</ListItem> <ListItem>How the organisation minimises the time consumers have to spend on a transaction.</ListItem> <ListItem>The organisation's ability to recognise the customer - i.e. knows about them.</ListItem> </List> <Paragraph>For B2B , what matters is:</Paragraph> <List Type="Numeric"> <ListItem>The extent of personal contact</ListItem> <ListItem>Flexibility in dealing with the customer</ListItem> <ListItem>Demonstrating an implicit understanding of their needs</ListItem> </List> <Paragraph>Other speakers from <Link URL="http://www.lastminute.com" Window="Self">lastminute.com</Link> and customer management outsourcer <Link URL="http://www.vertex.com" Window="Self">Vertex</Link> also stressed the critical role that people and managing them effectively plays in delivering a great customer experience.</Paragraph> <Paragraph>In summary; you can have all the technology you need, but when push comes to shove, it's still people that make the difference.</Paragraph> <Paragraph>There was also an interesting discussion about Web2.0 and the customer experience but I'll leave that to another blog.</Paragraph> <Paragraph> <Emphasis> <Quote>David Jackson is the Managing Director of </Quote> </Emphasis> <Link URL="http://www.clicktools.com/" Window="Self"> <Emphasis> <Quote>Clicktools </Quote> </Emphasis> </Link> <Emphasis> <Quote>.</Quote> </Emphasis> </Paragraph> <Paragraph> <Quote>---------------</Quote> </Paragraph> <Paragraph> <Quote>The views of the author do not necessarily represent those of the publisher.</Quote> </Paragraph> </FormattedContent>

2008-11-07T10:17:00+00:00

econsultancy_xml

I attended a conference on customer experience organised by <a href="http://hccmsite.4fold.com/"> the Henley Centre for Customer Management </a> last week, which raised a number of issues that I thought worth sharing.

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Refer also to Econsultancy's <a href="http://econsultancy.com/reports/user-experience-buyers-guide">User Experience Buyer's Guide</a> and <a href="http://econsultancy.com/reports/effective-web-design-best-practice-guide">Effective Web Design Guide</a> for more information about best practice in these areas.

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People make the difference in customer experience false

2008-11-10T09:15:00+00:00

people-make-the-difference-in-customer-experience

2009-04-30T06:52:23+01:00

2009-10-13T09:52:12+01:00

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