Do you agree?How Social Media Is Quietly (Yet Radically) Changing The Way We Buy Stuff | I do not complete agree|

Found at http://www.fastcompany.com

Author RYAN HOLMES

I was a couple years late to the party, but last winter I joined the 9 million-plus people who’ve watched the YouTube classic, “Cat in a Shark Costume Chases a Duck While Riding a Roomba.”

The title is pretty much self-explanatory.

But after I finished watching (and laughing), what I was really interested in was getting myself a Roomba.

The little robotic vacuum cleaners have been around for more than a decade now, but after some Googling I discovered that recent models have taken things to a whole new level: scheduling, wireless integration, advanced “dirt detection,” etc. I had to have one.

What followed was an unintentional crash course in the potential (and pitfalls) of shopping and customer service in the social media era.

FORGET WHAT YOU KNOW ABOUT CUSTOMER EXPERIENCE

It’s no longer news that social media is everywhere.

The average user logs in for nearly 1.7 hours every day, or 12 hours a week, according to GlobalWebIndex. By some accounts, millennials watch more YouTube than TV.What’s easy to miss . . . is how fundamentally social media has already changed how we spend not just our time but our money.

But what’s easy to miss—at least from inside big companies—is how fundamentally social media has already changed how we spend not just our time but our money. While we’ve been busy watching cat videos, social platforms have quietly turned nearly every aspect of customer experience on its head.The way people learn about products, evaluate them, buy them, and interact with companies are being mediated today by social media. Nor are businesses themselves, for the most part, driving this shift; much of the time, they’re catching up to it. It’s one thing to see the stats on this digital transformation (and there are plenty), but it’s another to experience it firsthand when you least expect it—like when you’re shopping for a Roomba.

Now, I’m an early adopter when it comes to technology, and I live and breathe social media at Hootsuite.

But for businesses that are just testing the social media waters, my little Roomba saga may shed some light on how Twitter, Facebook, and other networks are quietly and radically reshaping the timeless march long known as the customer journey.

To be clear, I’m definitely not a paid Roomba spokesperson, and this shift applies to far more than just robotic vacuums.

After I had my fill of cats-on-Roombas YouTube videos (turns out this is a whole genre), I got down to the business of picking out my model. Whereas in the distant past this would have involved going down to an electronics store or, in the more recent past, plowing my way through CNET reviews, in this instance I headed over to Twitter and asked my followers if anyone had a Roomba they really loved.Sixty-seven percent of consumers now tap networks like Twitter and Facebook for customer service. And 60% of people who complain on Twitter expect a response within an hour.

Read all How Social Media Is Quietly (Yet Radically) Changing The Way We Buy Stuff | Fast Company | Business + Innovation

My point of view:

I always get annoyed because this is not about social media but about platforms as Google, Facebook and Amazon. For me, this post outlines the motives about the platform owners and their business model.

I do agree with Denise Lee Yohn: customer service ain’t what it used to be (but the why is different)

Found at:: http://deniseleeyohn.com/bites/customer-service-aint-used/

Author: Denise Lee Yohn

In preparing for a talk to a group of customer contact center managers, i’ve come to the conclusion that customer service ain’t what it used to be.

There is a brand of new customer service in play today.

Time was, customer service was a post-purchase business function aimed at fixing customers problems.  The ultimate goal was service recovery — that is, correcting a problem well enough that the customer would be satisfied and return to purchase again.

Today, new customer service is a critical element of customer experience, woven throughout the customer journey — with the goals of not only restoring the customer with the problem but also differentiating the brand, increasing perceived brand value, and contributing to sales and marketing efforts.

Denise Lee Yohn
Denise Lee Yohn wrote this post for her blog.

An illuminating summary of this new customer service reality comes from @RandyNasson in a recent piece, The Transition from Customer Service to Strategic Sales. “When it comes to connecting with customers online, a number of multichannel and ecommerce retailers are still stuck in the ‘customer support’ mindset; one that views contact with a customer as a necessary evil rather than an opportunity,” Randy writes.

“Most businesses view customer service as a cost center. ..

Making the transition from support to sales requires a strategic mind shift within your organization in which customer engagements are viewed as growth opportunities.”To embrace these growth opportunities, Randy explains, “This may require agent training or new hires if your current contact center model is based on troubleshooting and rapid resolution rather than customer experience. It may also require broader organizational alignment to facilitate this transition and prevent lack of ownership or internal politics from undermining potential gains.”

@blakemichellem adds that customer service agents must learn soft skills.  In 5 Tips To Scale Soft Skills Training For Your Customer Service Team, Blake writes, “Don’t think for one second your customer service agents aren’t part of the sales process.

Every single experience, every single touch point, and every single conversation the customer has with your company—has an impact on how that customer views your company. Every interaction that customer is deciding two things: if they ever want to work with you again, if they would recommend you to anyone else.”  She goes on to provide five tips for hiring and training agents to have “the best people skills on the planet” — it’s a very helpful read.

Another way to facilitate the transition to a more proactive, brand-building approach to customer service is provided by @toister in The Preemptive Acknowledgement.  The “Preemptive Acknowledgement,” Jeff writes, “is the customer service professional’s secret weapon against negative emotions,” and he explains it involves three steps:  “Spot a problem before the customer gets angry.  Acknowledge the situation before the customer complains. Re-focus on a solution

Read all:  customer service ain’t what it used to be – Denise Lee Yohn

My point of view: Denise outlines some fine basic points. But customer service is in a much broader transition. How to grant access for your customers, how to engage and personalize, what platforms and social should you invest in and what to do with all the data. Oh yes, and that has major staff implications.

No time? Life too complex? Watch this BCG video: Introducing Smart Simplicity

 

Introducing Smart Simplicity The Boston Consulting Group

Every day, our world becomes more complex. To stay ahead in this ever more challenging environment, you need to simplify and master complexity.

My point of view

Looking back at the end of 2014 I tried to rate the books that impressed me the most.

BCG‘s Six Simple Rules is one of these books.  (Oh note the book is about organisational change)

I always state  that one has to distinguish between simplicity and simple. For me simple is often naive, childish or lacking solid analysis. But smart simplicity as the result of sound analysis and interventions, resulting in improvements: wow!

This is the one that got it iversity Online Course- Predictive Analytics in Commerce (but not for free)

 

Predictive Analytics in Commerce

Learn how to use predictive modelling and its applications in commerce.

This course will enable you to maximise marketing effectiveness and drive revenue in your professional life.

Today’s customers are overwhelmed with information and choices, and often struggle to find the product or service that best fit their needs. Advances in technology, data and analytics make it possible to help these customers by offering the right product, while providing the service they expect.

Companies are increasingly looking for ways to use data in order to deliver the right kind of products, offers and services to the most valuable customers.

This course will provide you with insights into predictive modelling and its applications in commerce. Applying predictive analytics can help your company grow and increase their marketing performance. By the end of this course, you will feel confident to apply predictive analytics resulting in an increase in customer satisfaction, company performance and even team performance.

What will I learn during this course?

This course will teach you how to identify situations in which predictive analytics can add value by better meeting customer needs, smarter allocation of marketing budgets and improving the financial performance of the company.

You will know when to use the following modelling techniques and understand their pros and cons:

• Logistic regression

• Decision tree• Random forest

In the end, you will be able to apply all learned theory into practice and start building a more data-driven culture within your organisation.

Who should take this course?

This course is suited for a variety of different experience levels. We invite anyone who is eager to learn more about data analytics and predictive modelling to join us. More specific groups include:• Marketers who want to learn more about predictive modelling and especially what data can do for you.• Data scientists who want to bring their modelling as well as data presentation skills one step further.• Business managers who want to have a better grasp and understanding of data models and how to build a strategy based on this data.

Read and register: iversity – Predictive Analytics in Commerce – Online Course

My point of view. Iversity and VODW are fine companies (yes, companies). If your boss will not pay for the course, this book is a fine alternative.