Archive for the 'Mobile' Category

As businesses evolve, some get stronger and some weaker. It is not usual to see the stronger buy out or merge with the weaker organizations. Often the focus is on the financial aspects of the merger, and keeping customers from both organizations loyal. But all parts of an organization need to work on integration. Customer service is no exception.

There was a time when obtaining survey data was a difficult process, often manual or requiring the use of agencies. Today there is a large variety of survey options to choose from. This article covers some of the features to look for and 36 tools currently available for surveys and polls that can be conducted on the web, social media and mobile devices.

Every organization goes through cycles, from year beginning, monthly and quarterly results and year end. As a new year approaches, one of the exercises every department goes through is planning for the year ahead. Customer Satisfaction strategies and processes need to be reviewed as well.The most important things to review are Management Strategies, Customer Expectations, Customer Feedback, Measurements and Targets and Management Reporting.

Can Mobile Apps be used for Customer Service?

Tuesday, September 6th, 2011

Location based apps can be used as a customer service tool, if you broaden what the term customer service means. Examples from Pepsi, Kraft Foods, Meijer, Mall Maps, Real Estate and Weather channel are covered in this post. Read the book The Third Screen by Chuck Martin for more examples.

Luna Park, a theme park in Sydney, Australia, has implemented an application that integrates smart phones, bar code readers, photo taking devices, Facebook and email to provide a real time feed of what users are doing at the theme park to their Facebook friends plus a summary of the day. It’s called My Experience. During the day, there are posts to your friends on what rides you are taking and a picture of you on a ride and a score on how ‘daring’ you are. What is this? It’s a testimonial for the theme park. Indirectly, the act of posting a stream of actions taken by users is providing their friends word of mouth feedback using Facebook that they are having fun and after the fact, that they had fun, at Luna Park. Or they can send an email to their friends with a summary. Great word of mouth!

In this world of ‘always on’ communication platforms and mobile apps, here’s an interesting customer service offered by the local government in Rio de Janeiro. Citizens can report problems they find like broken traffic lights and potholes, etc by phone which is automated and answered 7 days a week, 24 hours a day. But in addition, a mobile phone application is available that allows for geo tagging and photos to be sent in as well.

Why should you care about social media influencers? Influential social media users can spread bad press about your product, service or organization at frightening speeds using social media. The more influential they are, the wider the reach they have. And with the presence of mobile phones, they need not wait until they get in front of a home computer to get the word out. If there is a complaint about a product or service or a crisis, these influencers can be a help or a real headache. Learn how to find them and some tips on how to work with them.

Foursquare is an interesting technology as it provides an organization a way to get users to promote your business to their friends and ultimately providing the benefits of testimonials and references AND it has a built in loyalty program. As a by product of its specials and its social media communication, Foursquare enhances word of mouth endorsement It is also a technique to entice prospects who are located nearby to come to your organization, through offering them specials on their mobile phones.

Customer testimonials and references are key indicators of customer satisfaction. They have the extra benefit of driving word of mouth advertising. A trend has evolved over the past few years where companies don’t gather the references and distribute them, the customers do. Organizations like Yelp helped strangers share reviews with each other. A more recent trend using sites like Facebook Places, Foursquare and Gowalla allow friends to share where they are visiting, creating a dynamic reference system.

IBM has made some recent announcements to help its customers with changing consumer demands based on new web and mobile techniques. As a result, IBM has announced the Smarter Commerce consulting practice and new software to measure social interaction to help their clients with these new abilities. As a by product of these rich information being gathered there should be an improvement not only in marketing information but in customer satisfaction data as well.

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