Customer service doesn’t take a vacation, and neither does the hospitality industry. Staff are always on call 24/7 to meet the needs of visitors and travelers, wayfarers and wanderers.
But the needs and wants of customers are changing. Over 85% of travelers bring their smartphone with them when they travel, and 63% of U.S. travelers text on their smartphones.
Continue reading Texting Your Hotel—The Next Evolution of Hospitality Customer Service
What’s the coolest part of the Iron Man movies? The elaborate fight scenes? The dream team-ups? Tony Stark’s acerbic wit?
At OneReach, some of us think the coolest part of the Iron Man movies is the artificial intelligence that helps power Tony Stark’s armor and business operations. That’s right—we’re talking about J.A.R.V.I.S., Tony’s occasionally sassy but always helpful personal assistant/user interface.
Continue reading If You Had Your Own J.A.R.V.I.S.: What Artificial Intelligence In Business Might Be Like
Tired of ordering pizza over the phone? Domino’s understands—that’s why they’ve launched AnyWare, letting you “order your favorite oven-baked goodness on your favorite devices.”
I’m not going to lie—this is a pretty awesome use case (in theory). With AnyWare, you can text, tweet and even use your Smart TV to order pizza and more, and all you have to do is send a pizza emoji.
Continue reading I Tried To Text Domino’s for Pizza And Had a Horrible Customer Experience
There are 7.125 billion people in the world. Each person is a unique, complex individual with their own likes and dislikes. Unfortunately, less than 50% of global businesses offer personalized customer service, despite a desire from 70% of customers. And while 69% of customers expect businesses to link communication channels together in real time, only 38% of businesses offer that.
However, there’s an inherent danger in generalizing global customer service, partly because expectations vary from country to country. For example, in Japan, customers experience omotenashi, or the absolute dedication of service to a customer and their needs. In South Africa, customer service employees are expected adhere to the principles of Batho Pele (People First), which include high levels of courtesy and service standards. But in Eastern Europe, customer service representatives view service as more of transaction than a relationship, putting customers on hold without asking and addressing customers in a direct manner.
But meeting cultural expectations is just one of the many challenges of global customer service.
Continue reading How to Provide Great Customer Service Across the Globe
Customer service stories often surface in a negative light—a service wasn’t cancelled, no one responded to a problem, or a company didn’t deliver on its promise. In fact, nearly one-third of consumers think that businesses are paying less attention to providing great customer service.
And unfortunately, the customer is always right about this. While over 80% of companies boast that they provide “superior” customer service, only 8% of customers actually agree with them.
What’s a company to do?
Continue reading 25 Statistics on the Power of Positive Customer Service
Whether we admit it or not, today’s customer experience is all about omnichannel. People are reaching out to companies on the phone, via text message, through emails and webforms—you name it, someone’s using it. When customers reach out to customer service, they most often use three or more channels, and most businesses offer multiple service channels to answer customer questions.
But an omnichannel experience isn’t just about having multiple channels: it’s about making sure those channels all work together. The idea behind omnichannel is that it all the service channels are connected, integrated, and consistent. When customers call your company, they don’t view your support channels separately; to them, everything is managed as a whole, not a bunch of different departments. And they’re not wrong to view the customer experience this way—91% of customers want to pick up where they left offwhen they switch between channels.
Continue reading 5 Questions You Need to Ask About Your Omnichannel Customer Experience
To view the first post in the series, click here.
If you’re anything like me, you’re bothered (maybe even offended) by retail businesses answering the phone instead of helping patrons.
We’ve all seen it happen. A customer is waiting to check out when the clerk answers the phone (sometimes several times), often only to respond to the caller with store hours or the address. On behalf of the patron who’s standing there waiting and the caller, I’m annoyed by this.
Continue reading Smart and Fast Fixes For Your Business, Part 2–Answer Less Calls and Help More Customers
2015 may not be the year of hoverboards or flying cars, but it’s definitely the year of the empowered customer.
According to Forrester, we’re currently in the age of the customer, “a 20-year business cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers.”
Continue reading Why Today’s Customers Are More Empowered Than Ever
Now more than ever, patients are behaving like empowered healthcare consumers. Rising deductibles associated with the Affordable Care Act (up by 26%), for example, are causing patients to pay closer attention to their healthcare decisions. It’s no surprise, then, that research from Deloitte shows an increasing number of people that are going online to find information to help them make educated medical purchases.
Continue reading Patients Are Shopping. Are You On Their List?
The holidays can be a stressful time for your customers: they’ve got gifts to buy, lights to string up, and people to fight off before they grab the last half-price flat screen TV. If you work in customer service, you’re well-versed in the frantic frenzy during the holidays. And, with business booming during the winter months, you’ve also got more to do and less time than you can shake a candy cane at.
Continue reading 5 Holiday Customer Service Tips