Social Media: a distributed communication channel

2010 was the year that Social Media was really adopted by the mass. There is no way you could have missed that. You can’t watch a TV show without someone telling you to follow them on Facebook or Twitter. Customer complaints turned to media hypes and dominated the news. 2011 will be the year that companies start to realize that Social Media have induced a major shift in balance of power from companies to consumers and can no longer be ignored. Time to incorporate this 'distributed communication' channel in your multi channel customer contact strategy!

Customers have to call back

What is the biggest cause of customer effort? Customers who have to call back. Customers find it annoying, it takes time and it can be avoided. Though companies believe they perform well on this subject, because of strong first-contact-resolution scores (FCR). However 22% of the repeat calls involve downstream issues that relate to the problem that caused the original call. There is a message here: Do not only resolve the current issue, be ahead of the next one.

Smiling customers at Zappos.com

Zappos.com is a US based online retailer. Initially it started selling shoes online but now zappos.com offers a wider range of fashion items. The company was built from scratch and turned in just one decade into a huge succesful online retaler grossing $ 1,2 billion in revenues in 2009. What did zappos.com do to get from zero to a billion dollar venture and what can we learn from it?

First Time Right

Customer Process Management focusses at customer contact processes and the continuous improvement of internal processes. As a result customer satisfaction, productivity and profit will increase. One of the indicators that will improve is First Time Right ratio.