Customer service is dying a painful death. My friend and industry analyst Esteban Kolsky predicts extinction by 2025 while Salesforce has already called it. Regardless of the exact end date, only the vendors who successfully transition to a model of customer empowerment and independence will survive.
Author: Scott Bideau Page 2 of 4
I saw my first Warren Miller ski film in 1998. Some friends and I were watching it over college winter break, and before the movie was over, I had convinced several of them to leave that night for a ski trip to Colorado. I would soon fall in love with life in a ski town and eventually do as Warren recommended in the movie: move there.
The embedded broadband chip inside my new laptop wasn’t working. Neither my cell provider nor the PC manufacturer’s support website offered a resolution even though the problem was commonly complained about online. I eventually fixed the issue myself and decided that if vendors refuse to publish knowledge content on their website, then I’ll do so on mine! And thus began my personal experiment with crowdsourced Knowledge-Centered Service (KCS)®.
I recently installed a Sierra Wireless EM7455 LTE card inside a new laptop, and directly after inserting the new SIM card, Windows 10 displayed “No Service” before eventually showing an error about a locked SIM card. It turns out the problem had nothing to do with the SIM card.
Customer experience leaders financially outperform laggards. Forrester Research calculates the advantage at 14%. While almost every company is chasing the CX hype cycle, many forget who creates and manages those experiences: employees. Here’s why you should also invest in the worker experience, including the ROI of doing so.
“Came for the winters, stayed for the summers.” A common saying amongst Steamboat Springs residents. Many credit the “Yampa Valley Curse” from a Ute Indian leader who swore nobody could leave once they moved in. Ironically, our family is now leaving because of the winters. Living in a ski town was a dream of mine since first visiting Colorado. I envisioned epic snow storms that lasted for days, secret powder stashes that never got tracked out, and a laid-back lifestyle that felt like a perpetual ski vacation.
And on the 8th day, God covered Steamboat in single track. Actually, the hundreds of miles in bike trails that we now enjoy in Bike Town USA comes from decades of planning, building, and maintenance – mostly by volunteers. Two people who have invested more than most in that process are Marc and Gretchen Sehler. I ran into them on the trail this week and learned a lot about our local biking history.
Winston Churchill once said that “we make a living by what we get, we make a life by what we give.” This idea was top of mind as I visited the Gates Foundation and pondered the magnitude of how Bill and Melinda are turning what they “got” into what they now “give.” When I posted this picture to Twitter, I pledged to donate 100% of my income from the project to charities in my local community who have similar missions to that of the Gates Foundation. With the contracts now signed – I am excited to announce where that money is going.
“Knowledge management isn’t just the know how, but also the know who.” Excellent perspective from a former co-worker of mine. And while most organizations are getting better at surfacing their “know how” content with technologies like enterprise search, many still struggle with how to identify who knows what. In this post, we’ll look at how to automatically identify and leverage expertise within your organization.
Everyone is talking customer experience. McKinsey believes CX programs can substantially grow revenues. Gartner predicts that most companies will soon compete on the basis of customer experience while forecasting that half of this year’s product investments will be redirected toward those initiatives.
But talk is cheap and most companies are seeing only modest impacts from their customer experience efforts if they can even measure them at all.
So how can you go from fluff to tough – driving both customer satisfaction and profits from your CX programs?