Personalising customer relations: how to gain trust and data?
The recommendation algorithms promise marketers to achieve their Holy Grail: that of personalised relationships with all their customers at a reasonable price. Since the quality of customer relations is a decisive factor for customer satisfaction and loyalty, algorithmic recommendations, therefore, represent the promise of quality interactions with customers and meaningful marketing actions. However, large-scale customisation can only be achieved by using customer data and the digital traces they leave behind. In a world where privacy awareness...
Good news for customers’ satisfaction : robots will replace humans
We have some good news for you : robots are about to replace humans. People are finally going to be able to focus on what they do best : having relationships with other humans. Artificial intelligence evrywhere : what is left for real people Artificial intelligence is already everywhere. Some people find this alarming. Other find it great. One thing is sure : artificiel intelligence is getting every day more clever. Look for instance at the...
Banks are laying off : only because of digitalisation ?
ING : 3500 jobs cut. Axa : 650 jobs cut. BNP Paribas Fortis : 1000 jobs cut. As the Financial Times pointed out, some 100,000 jobs will be cut in the banking sector in 2016. Read again. One hundred thousands. That’s a lot. The reason which is given is that digitalisation have made jobs redundant. And I very much agree with the fact that digitalisation has dramatically changed the business landscape and has forced companies to...
Service quality : the next retail challenge after Big Data
Algorithms have become instrumental in retailers’ strategies to increase loyalty among customers. We don’t know of any major retailer not having a Big Data team working on a.o. predicting churn, couponning, increasing loyalty, new segmentation, … Yet, what we also notice is that all retailers more or less all use the same tools, the same techniques for the same goals. It’s all about Spark, Hadoop, real-time processing and it’s true that technological progresses will certainly represent...
High on frustration, low on satisfaction : call centers’ phone menus
In the word of service there’s one thing that really drives me crazy : call centers’ phone menus. You know the feeling. You’ve got an issue and have to dial a national number to get assistance. “Press 1 for English, 2 for French, 3 for Dutch, 4 for German, 5 for Italian, 6 for Finnish, 7 for Esperanto”. By the time all options have been spelled out you have forgotten which choice to make and press...
How to ruin customer satisfaction in one sentence
Sometimes, satisfying and keeping your customers can depend on very little details. Here’s a personal story of a recent interaction with Coolblue, an e-tailer whose excellent customer satisfaction practices have been discussed several times here. What this story will tell you, is that past performances can’t predict future customer retention. One mistake can be enough to ruin a valuable customer’s loyalty. Coolblue: a flewless history of best satisfaction practices I’ve been a big fan of Coolblue since...
A call for a revolution in customers – firms relationships
You may remember the post published two ago about managing expectations to increase customer satisfaction. In that post I also mentioned a recent negative experience with Coolblue. The guys at Coolblue proved once again their professionalism by handling the complaint perfectly and actually increasing my loyalty even more. Here is how. The complaint handling paradox It’s probably been mentioned already here but I can’t repeat it enough. Handling complaints well will lead to even higher satisfaction...
Service quality and the role of employees in the customer experience
Previous posts have dealt on several occasions with the important topic of service quality. After re-reading what we had written we found out something important: employees are crucial. Employees are of course important to deliver the service quality that customers expect (although we still need to explain you what service quality really means). However over the last few years what we have noticed that firms tend to describe how employees should behave to deliver the requested...
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