May 2017 - The Service Council

Friday Service Recap: Aribnb, Partner Apps, Video, VR, AR and More Customer Service Stories for the Week

By Aly Pinder | Perspective | No Comments

Every week, Sumair and I will post our most interesting customer service minded stories for the week as part of a Friday recap. We’ll comment on one story each and then add 3 others for your review.

For the sixteenth installment, and week 21 of 2017:

Aly’s pick:

Topic: App Partnerships Focus on the Customer Experience
Source: Fast Company http://bit.ly/2qkG9Sh

Commentary: Third party applications and partnerships might just be the future for service organizations. Just think Apple. They allow third-party developers to create innovative applications and provide them a showcase on their platform. This frees Apple up to focus on future products, services, and their particular strategic advantages. In this article, Airbnb sees an opportunity to expand the value of their service to customers without the risk of new app development. This model will have an impact on the service industry as the consumer world continues to provide it with ideas and innovations. Why recreate the wheel when you can just partner? As barriers to innovation such as the move from on-premise to cloud infrastructures and mobility become more prevalent, service leaders will begin to look outside of their four walls or IT department for the next great service app. Obviously, industries like A&D or healthcare may be a bit slower to adopt this model, but I think we will see partnerships like the one Airbnb has embarked on enter the service world in the future.

Sumair’s pick:

Topic: The Mother of All Demos
Source: Wikipedia https://en.wikipedia.org/wiki/The_Mother_of_All_Demos

Commentary: This is not necessarily a customer service story. This week at PTC’s LiveWorx, I was listening to any and all sessions that covered the topic of Augmented Reality or Virtual Reality. On one of these sessions, I was introduced to the Mother of all Demos, a name given to Douglas Engelbart’s demonstration in December 1968 where he showcased some of the basics of modern computers several years before they became the norm. What blew me away was the success of the video conferencing piece of the demo. We still struggle with video conferencing and video-based collaboration, but it seems like video will be a growing trend when it comes to collaboration within members of the service organization and between the service organization and its customers.

Our Three Other Articles
1- Starbucks Alienates Baristas in Its Effort to Improve Customer Service (Inc., 5/23/17)
2- Customer service secret to Weber Motor Company’s longevity (Victoria Advocate, 5/21/17)
3- Citizens Expect a Consumer-Quality Customer Experience (Govtech Works, 5/24/17)

If interested in viewing our latest data and insight, please visit: http://info.servicecouncil.com/recent-content-and-events. We have also released our event calendar for the rest of 2017, please visit http://info.servicecouncil.com/future-events-2017-sys to see what’s on the calendar and how you can participate.

We would love to have you become part of our research panel. If you would like to, please visit http://info.servicecouncil.com/tsc-join-a-research-group and select the area(s) of alignment. (* Participation in research groups is reserved for practitioners only. Consultants and technology solution providers are not allowed to join and will be referred to other ways of getting involved.)

Till next week.

Aly Pinder
Director of Member Research & Communities
ap@servicecouncil.com
@pinderjr

Sumair Dutta
Chief Customer Officer
sd@servicecouncil.com
@suma1r

Friday Service Recap: Succession Planning, Future Service Leaders, Alexa, Credit Cards and More Customer Service Stories for the Week

By Aly Pinder | Perspective | No Comments

Every week, Sumair and I will post our most interesting customer service minded stories for the week as part of a Friday recap. We’ll comment on one story each and then add 3 others for your review.

For the fifteenth installment, and week 20 of 2017:

Sumair’s pick:

Topic: Succession Planning at the Leadership Level
Source: WSJ https://www.wsj.com/articles/succession-planning-in-a-family-business-1494381780

Commentary: On a recent conversation with one of our Advisory Board Members, we touched upon the topic of talent. We’ve had many discussions around talent and workforce management, particularly tied to the aging workforce. But this conversation focused on talent and succession planning at the service leadership level. The Advisory Board Member was interested in understanding what service companies were doing to build the next crop of service leaders. We brought this topic up on our regularly scheduled Research Advisory Board meeting held on May 18 and got some interesting feedback on how prepared service leaders felt about the next crop of business leaders. The conversation featured 3 major takeaways:
– Succession planning is not an event (as per the article). It must take place at all times and at all levels of the business
– Future leaders must be prepared for the role that will be vs. the role that is.
– Governance and process are central to ensuring that future leaders are consistently being evaluated

We’ll be hitting on the topic of succession planning in our 2017 service workforce and talent survey. If interested in participating in that project, please join our workforce and talent research group (http://info.servicecouncil.com/tsc-join-a-research-group).

Aly’s pick:

Topic: Alexa and Paying Your Credit Card Bill
Source: Engadget https://www.engadget.com/2017/05/12/amazon-alexa-american-express/

Commentary: What is the cost of cool technology? Sometimes the sticker shock associated with the purchase of something such as a set of Bose noise-cancelling headphones, a Viking grill, or Amazon Echo may give you pause. But the value of these products, beyond their stated goals for quality and heightened experience, comes down to your perceived ROI. This article details how American Express will soon provide Amazon Echo customers the ability to monitor credit card activity, pay bills, and check a balance. As a recent buyer of an Echo, I am now constantly in search of more applications to that will further integrate Echo into my normal life. Maximizing my investment is a way to validate the purchase. And if this validation fulfills a need like paying a bill, my purchase in this product transforms from a luxury-only item to a more practical product. As seen in recent research on Service Success in 2017 trends (http://info.servicecouncil.com/report-2017-service-success-reg), service organizations will excel this year if they empower their customers with the right data and capabilities to improve their own experiences. This TSC report highlighted how a key initiative for service organizations will be to improve ease of use and reduce the effort for the customer. My Amazon example also highlights the impact of the service network, manufacturers and partners have a symbiotic relationship which demands shared goals and value creation. American Express can enhance their customer’s experiences by creating an integration with Amazon and vice versa.

Our Three Other Articles
1- Dish Offers Customer Service App in Spanish for Smartphones and Tablets (CED, 5/19/17)
2- Nordstrom Customer Experience Influenced by Multiple Touch Points (Loyalty 360, 5/18/17)
3- Systems upgrade causes shipping delays for L.L. Bean (Portland Press Herald, 4/24/17)

If interested in viewing our latest data and insight, please visit: http://info.servicecouncil.com/recent-content-and-events. We have also released our event calendar for the rest of 2017, please visit http://info.servicecouncil.com/future-events-2017-sys to see what’s on the calendar and how you can participate.

We would love to have you become part of our research panel. If you would like to, please visit http://info.servicecouncil.com/tsc-join-a-research-group and select the area(s) of alignment. (* Participation in research groups is reserved for practitioners only. Consultants and technology solution providers are not allowed to join and will be referred to other ways of getting involved.)

Till next week.

Aly Pinder
Director of Member Research & Communities
ap@servicecouncil.com
@pinderjr

Sumair Dutta
Chief Customer Officer
sd@servicecouncil.com
@suma1r

Friday Service Recap: Perception, Bad Press, Customer Experience, Airlines and More Customer Service Stories for the Week

By Aly Pinder | Perspective | No Comments

Every week, Sumair and I will post our most interesting service-minded stories for the week as part of a Friday recap. We’ll comment on one story each and then add 3 others for your review.

For the fourteenth installment, and week 19 of 2017:

Aly’s pick:

Topic: Perception Will Remain Reality When It Comes to Customer Service
Source: USA Today: https://www.usatoday.com/story/travel/flights/todayinthesky/2017/05/10/jd-power-despite-recent-news-airlines-doing-great-customer-service/101498980/

Commentary: This article highlights the impact that bad press and the ability to go viral can have on your customer service brand. Despite showing improvements across a number of key metrics, just a few (really) bad experiences which have been captured on video have created a perception that the airlines don’t really value creating a good experience for customers. Perceived value matters and service organizations across industries must re-evaluate their service brand impressions. Just think about how many times you fly every year. Now, how many truly bad experiences have you had? The problem is, even if that number is one, you see all experiences on all airlines through that lens. This is what it means by thinking customer-first. Instead of thinking about our own operational efficiencies or the way we perceive all the good we do most of the time, we as service leaders need to think about each service interaction and make sure we deliver quality each time. And almost as importantly, each service employee needs to be engaged and invested in delivering great service experiences even when the policy may say something different or they happen to be having a bad day. One poor experience can ruin a brand for a long time. Too often service organizations think they are immune because they have reached a point where only one out of 100,000 errors occur. Let’s just hope that one isn’t the one influencer who can put a dent in your margins.

Sumair’s pick:

Sumair will take another week off, but he will be back with a vengeance next Friday.

Our Three Other Articles
1- Innovation, customer experience and the ‘yuck factor’ (McKnight’s Senior Living, 5/8/17)
2- Customer service and the 4 keys of the Japanese tea ceremony (Asia Times, 5/12/17)
3- Customer Service in Healthcare: The Paradox of Patient Satisfaction and Patient Experience (Forbes, 5/11/17)

If interested in viewing our latest data and insight, please visit: http://info.servicecouncil.com/recent-content-and-events

We would love to have you become part of our research panel. If you would like to, please visit http://info.servicecouncil.com/tsc-join-a-research-group and select the area(s) of alignment. (* Participation in research groups is reserved for practitioners only. Consultants and technology solution providers are not allowed to join and will be referred to other ways of getting involved.)

Till next week.

Aly Pinder
Director of Member Research & Communities
ap@servicecouncil.com
@pinderjr

Sumair Dutta
Chief Customer Officer
sd@servicecouncil.com
@suma1r

Friday Service Recap: Customer Value, Amazon, a Mountain of Boxes, New Opportunities, and More Customer Service Stories for the Week

By Aly Pinder | Perspective | No Comments

Every week, Sumair and I will post our most interesting service-minded stories for the week as part of a Friday recap. We’ll comment on one story each and then add 3 others for your review.

For the thirteenth installment, and week 18 of 2017:

Sumair’s pick:

Sumair will be taking this week off from posting. He will be back with his thoughts on customer service next week.

Aly’s pick:

Topic: Amazon, a Mountain of Boxes, & Hidden Consequences or Opportunities
Source: CNET: https://www.cnet.com/news/ups-will-save-you-from-that-mountain-of-empty-amazon-boxes/

Commentary: Recently my family and I moved into a new home. The amount of work mirrored that of our day jobs, both in stress and detailed tasks to be executed. One thing, in particular, floored me – the amount of boxes we needed in order to pack up our entire life. On one sleepless night, I had somewhat of an epiphany, instead of buying new boxes why not just move up some of my Amazon purchases so I could fulfill my need for shipping boxes with recycled ones. Now this dual purpose isn’t for everyone, and Amazon is beginning to attempt to address the overwhelming volume of cardboard entering the market. The ease at which most of us hit “confirm purchase” on a 2-day shipment has caused all sorts of issues in the supply chain. But as this article highlights, it provides an opportunity for Amazon and their partners to find innovative ways to not only make their processes more efficient but also to lessen the burden on the consumer. As seen in recent TSC research, most organizations see the customer experience as a differentiator for their businesses. This customer-first approach demands that organizations like Amazon continuously improve their internal efficiencies, while also ensuring they provide customer value. I needed the extra bulky boxes for my move, but not all customers are in my predicament. Savvy service organizations will continue to better understand their customer’s needs, focus on customer value, evolve the offerings they provide and do all of this profitably.

Our Three Other Articles:
1- Fisher & Paykel looks to AI for customer experience (ZDNet, 5/1/17)
2- Customer Experience Transformation: One CMO’s Powerful Story (Forbes.com, 5/3/17)
3- Meet LoweBot, a customer-service robot here to give you ‘superpowers’ (PRI, 5/4/17)

If interested in viewing our latest data and insight, please visit: http://info.servicecouncil.com/recent-content-and-events

We would love to have you become part of our research panel. If you would like to, please visit http://info.servicecouncil.com/tsc-join-a-research-group and select the area(s) of alignment. (* Participation in research groups is reserved for practitioners only. Consultants and technology solution providers are not allowed to join and will be referred to other ways of getting involved.)

Till next week.

Aly Pinder
Director of Member Research & Communities
ap@servicecouncil.com
@pinderjr

Sumair Dutta
Chief Customer Officer
sd@servicecouncil.com
@suma1r

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