Delivering Moments of Wow to the Connected Consumer

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Delivering Moments of Wow to the Connected Consumer

Delivering Moments of Wow to the Connected Consumer

This year’s Spring Customer Response Summit was held by Execs in the Know in Miami, Florida February 8-10.These seminars are all about connecting with like-minded individuals who are obsessed with delivering amazing customer service experiences, or as I like to call it, “Moments of Wow.”

There were many fantastic presentations and key learnings that occurred over the two full days of sessions. The session that resonated with me the most was the Corporate Benchmark Panel, where four top executives* in their respected industries discussed the results of the 2014 Customer Experience Management Benchmark Series by Execs in the Know and Digital Roots,  and shared best practices and insights in customer experience excellence from their own organizations.

Here are three takeaways from this engaging session:

  • With social media interactions increasing in volume, there has been a decrease in Marketing’s sole ownership of this channel. In fact, joint responsibility of customer experience is rising and being shared across the entire organization.

  • Although the bulk of customer interactions are still on Traditional Customer Care channels, 64% of companies are offering live social media care assistance, and 35% surveyed said a shift to newer platforms, like social media care, is a top priority for 2015 in customer experience management.
  • Whether you are engaging with customers on Twitter or by phone, the voice of the customer and their user experience is absolutely critical. Consumer-facing organizations can improve their customers’ experience and create new value by understanding the customer journey and applying technologies that can help transform it.

Knowing and understanding the channels you are connecting with people and integrating them seamlessly will create more “Moments of Wow” for your customers.

*The executives that participated in this session were:

Michele Watson
VP Customer Care
Wal-Mart eCommerce

Andrew Pine
Vice President, Customer Relations
Porsche Cars North America

Lisa Oswald
Senior Vice President, Customer Service
Travelzoo Inc.

Michelle D. Babb
Process Technology Manager
Harley-Davidson

LeAnne Crocker
Director – Global Contact Centers and Learning & Development
Hyatt Hotels Corporation

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