Bright things for customer-obsessed brands #10

Bright things for customer-obsessed brands #10

Caz Yetman

A round-up of bright things for customer-obsessed brands wanting to thrive in a digital world.


BRIGHT IDEAS

Swisscom bolsters its in field social customer care through crowdsourcing [by Adrian Swinscoe]

Love this idea to help large organisations tap into the sharing economy “to help large orgs crowdsource customer service and build extend service communities by empowering an organisations customers to help other customers in the field, at their homes and in real time”.

Conversocial powers social customer care on Facebook Messenger

Recent changes from Conversocial helps organisations provide end-to-end social customer service by integrating directly with Facebook Messenger. This means orgs can talk to customers privately and securely – so no need to redirect customers to phone, chat or email.

Meaning Conference 2015

I also love this quote by Jos de Blok from Meaning Conference last week (the event was pretty awesome too!)

 


BRIGHT INSIGHTS

What a Great Digital Customer Experience Actually Looks Like

A few good points here including:

Consistency drives loyalty – this means being joined up internally, but also visually externally. And, digital initiatives should complement existing customer journeys, rather than “clumsily adding digital components to customer journeys that don’t directly benefit the customer or are superfluous to the company’s value proposition.”

3 Customer Experience Lessons from Brands Who Show They Truly Care

Every touchpoint is an opportunity to add value to the customer experience. I particularly love this from KLM:

Transforming the Customer Experience in Banking [Free Webinar]

I always learn something new with MarketForce’s webinar series. This one features panelists from Lloyds Banking Group, Mondo Bank, Civilised Investments and Lexmark.

Protect your social media reputation [Half day interactive workshop]

Join us for this half day practical workshop to help you spot, assess and manage a social media crisis. It explores the nature of social media crises and provides you with the proven methods to develop response strategies to take back with you for your organisation. We’ve run workshops like this for O2, MBNA, Direct Line and the Department of Health.

Organisations need to tackle both the emotional and rational side of the customer experience 

I love this image, shared by Hany Mokhtar (Director of Customer Experience at Zain KSA).

Screen Shot 2015-11-16 at 15.11.45

________________________________________________________________________________________________________

NEXT STEPS


If you’d like to talk about your social customer care needs, get in touch at info@brightcultures.com. We create end-to-end social customer care solutions and specialise in regulated industries. 

Image credit: Jérémy Lelièvre