The Potential For Internet Of Things (IoT) In Customer Service 2015



See on Scoop.itDesigning design thinking driven operations

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Three ways companies are building customer loyalty

Here are three recent tactics brands have taken in order to win (or in some cases, to regain) the business of the empowered customer.



Speaking with Lisa Lindström, Part 2: The Glue Between the Touchpoints

In Part 1 of our interview with Lisa Lindström, CEO of the award-winning Swedish experience design firm Doberman, we looked at some of the components that go into designing a great customer experience.


How to Build Rapport with Your Online Customers by Amy Clark

Customers are customers only when they buy. All the rest of the time they are people.

In our many efforts to keep afloat and sell products, we often find ourselves scrambling to make “the sale.”

Whether that’s through better product design, better user experience or ease of use and leveraging of customer information/profiles, we all are out for the same thing.

Night Time EssentialsCollapsing onto a bed may be easy, but falling asleep is not. Insomnia is a very common disorder, especially in teens and young adults. The uncomfortability of an environment can have a great effect on a nighttime sleep. Here are some essentials and tips on how to achieve the deep rest. [[MORE]]+ Face SprayEvery night when I’m brushing my teeth, I wash my face and spray on a lavender scent. The scent is calming and refreshing which makes it easy to become relaxed, and soon, asleep. There are face sprays with almost any scent; vanilla, rose, ocean, etc. Anything fruity may be too overwhelming and will actually have you stay up more. Stick to flower fragrances, they are the most genital.+ Comfortable Night WearComfortable PJ’s are a must. Personally, I either go for soft and fuzzy or a silk nightgown. If it’s chilly outside, the warmth and softness of fuzzy PJ bottoms will always get the job done. Especially ones that are themed, they make night time 10x more fun. However, if it’s rather warm outside during the spring and summer months, I usually find myself in a silk gown. The silk cools the skin and the gowns themselves, well, they’re just stunning and makes you feel like the princess and the pea.+ Order in the RoomNobody can ever get a good night’s rest with mess. Make sure to tidy up your room and make your bed at least two hours before going to sleep. The chaos will only make matters worst and a messy bed will definitely keep you up all night. Nobody wants wrinkly and crummy sheets tangled between their legs.+ Reading or WritingStudies have shown that omitting electrons an hour before going to sleep will do nothing but help. Try reading or writing. Night is known as the most vulnerable and creative time, and so use it to your advantage. If you have a book to read for school or something to scribble down in your journal, do so. From my own studies, this will also omit the nightmares.+ If you can’t fall asleep without musicIf you need music in the background, choose anything without lyrics. Songs with lyrics will have you unconsciously singing along, which will of course keep you up. Classical music seems to be the best choice, but spiritual songs or soothing jazz are right behind.+ A busy dayLaying in bed all day will do nothing but keep you up. Be sure to spend the day mostly on your feet doing something whether it’s going to school, going for a jog, or even cleaning the house. Doing something relatively active will use up all your fuel, leading you to an easy rest.Written by Lavinia / Photo by Nicoletta Reggio

But how does that reflect in your engagement with the people who buy your product?

Too often we forget what it’s like to be treated as more than a potential sale. Just last week I was on a site and put a few items in my cart. After being hounded by a customer service rep with multiple “can I help you?” requests that involved several “you haven’t completed your sale yet.” I clicked out, and found my way to another site with less interest in my sale completion, and more interest in me.

They suggested other products and even showed me a product that was on sale similar to one in my cart. I felt like a person again and gave them the sale as a result. In this competitive market, can you afford not to engage with your customers this way?

Can you afford to forget how important the person is? Absolutely not.

Gartner estimates that customer engagement initiatives are underway at over 15% of Global 1000 organizations, run by leaders such as the chief innovation officer, CEO, CIO, head of digital marketing, or chief customer officer.

Recently “Wayne Byrge Sr, was awarded with as the top-volume sales consultant for the 2013 Council of Sales Leadership program of American Honda Motor Co. Inc. by Honda of America for providing world-class customer service to Honda owners.” This is an award that has only been given to 33 out of more  than 14,000 sales consultants worldwide. It is this dedication to the customer that deserves recognition.

So how do you connect with your customers when they are self-serving online to build that important rapport?

How do you respond to their needs, even if they don’t know what those needs are yet? And how do you treat your customer as more than a sale? We’ve compiled a few ways to engage your customers and treat them as people, not just to increase sales, but to increase their trust and confidence in you and your trust and confidence in your product.

1. Watch your tone- Even in virtual interactions. In virtual communities you cannot afford to come across harshly, or abrasively. Remember, you may think you’re coming across well and may have no intention of being rude to your customer but all we have is your words on a page, and virtual interactions so make sure your content is edited for voice and tone. Have a few people who aren’t your employees take a look at it. Have potential customers give their feedback to you. This is something so often overlooked that it can be easy to forget. Read everything and make sure you eliminate severe or abrasive language and content by putting yourself in your readers’ shoes.

2. Don’t surprise them. Keep your customers in the loop. If you’re making changes to your business planor your company’s branding/image/logo or other major site overhauls, you need to let your customers know, but more importantly you need to let them know why. They will feel valued and respected by being informed about major changes. If they feel respected and included they will also feel a sense of pride in working with you and your company.

The other side of the coin, is that if customers are not prepared for changes made to their familiar online tasks, they will become confused, frustrated and call your help line- costing you lots in simple how-to questions. If you are planning to roll-out a major change, consider using an online guidance software, such as WalkMe, to acquaint your users with the new environment and ensure that self-service is effortless.

3. Value your Customer Success/Support employees. This is one of the most overlooked customer engagement strategies of all. But companies who value their employees and who create engaged and positive team members are going to record significantly higher customer service levels. You cannot treat others with respect and kindness if your employer is treating you badly or micromanaging your every move. I once had a employer who timed our bathroom breaks. I can tell you that the first call after those breaks never went at all well. Those poor customers. They had no idea I was being so negatively affected by my work environment but did it cause lost sales? I bet it did. We often focus so much on the customer that we forget how important it is to build up the team that supports them. Bring in incentives for positive customer interaction as often as you do sales. If your morale is down, your sales will be too.

So engage with your employees and address their concerns.

Pale is the New BlackWith the obsession of California sun and the tawny color of Victoria Secret models, tan skin has been more popular than ever. The more evident the tanline the better…right? With my Russian background, my skin seems to be more ghostly than dark. However, listen up fellow pale-sisters, it’s not necessarily a bad thing.[[MORE]]Believe me when I say that being pale use to be in. Even Marilyn herself rocked the pastel look, making it seem more lady-like and graceful. Even though with the power of celebrities like Selena Gomez and the Jenners, making tan skin a more typical dream for any woman, pale women shouldn’t feel any less confident. Isn’t that right Taylor Swift? Light skin is very Lolita, a look that seems to be trending more and more with the help of Alexa Chung and other famous models. It’s a look that brings teleports us back to eras like the roaring 20’s. Daisey from The Great Gatsby had no shame in her lack of color, and even used it to her advantage. It’s a very youthful look, making a woman appear innocent and delicate. However, pale skin doesn’t only stand for girly pinks and sunshine yellows. I just wrote an article on how grunge is back (scroll down for the article), and pale skin is definitely a big help with getting the look. Colors that look great on pale skin are; pastel pinks, emerald, baby blues, and camel. These colors are classic and are also known to bring out the color in eyes. So next time you watch the Victoria’s Secret fashion show, don’t feel too bad about your shy tan line and relax, you have something else going for you. Article by Lavinia / Photo by Nicoletta Reggio 

“Gartner Analysts stress the need for engagement across platforms: “From 2013 forward, support of the customer will be greatly expanding to multiple devices, modes and channels, including customer forums,social media channels (such as Twitter and Facebook) and in-line during a self-service interaction via a smartphone or tablet.”

The good news about online customer service and about building strong customer relationships is that  you have a wealth of information and best practices at your fingertips. Look at your competitors. What are they doing to engage with customers? You can do better. Build genuine and interested CS teams who understand the holistic needs of your customers, and your customers will respond.


Amy Clark is the Customer Success Manager at WalkMe. She is also the Lead Author & Editor of IWantItNow Blog.Amy established IWantItNow blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to customer service, support and engagement. You can follow her @Iwantitnowblog.


Psst: The Customer Experience Management Cheat Sheet

Experience management requires the right combination of customer feedback insight and actions that result in the positive experiences for customers.





Making sense: service dominant logic

As an attendant of the MOOC Making sense of service logic, i will post about the course.


Is it rational for a 60-year old guy to attend a course?

I guess it does.

Having started workin in the 70’s (another era of transition) i observed the shift to services. Starting my career in banking, i was happy to shift to customer service in management and leadership roles.

Looking back, contributing to the success of the companies i worked for were the external orientation, employee engagement, knowledge management and a solid foundation of process- and IT management.

Now professionals, companies and society are experiencing a fundamental shift.

For me it is great to understand the concept and being able to connect with similar minds.

As an individual i liked to ride bikes, still fond of my fiancee and like reading and walking with my 2 boxers: our senior Dixy and our 3 month old pup Youry.

Hope this does make sense of the logic why service is that dominant in my life.






Q: Experience design? An in-depth guide of this mix of branding, UX and service design

Leading experience design studios and designers discuss what it is and how it can let you provide more for your clients.