You can’t control everything in business, but you can prepare customers and control how you respond.
You’re gearing up for Super Bowl 51 this weekend, right? Imagine if you were settling in with your Best Buds (“King of Beers,” pun definitely intended) and discovered that it was aired via Pay-Per-View (PPV)…
Okay, don’t fret—this isn’t the case—but there are plenty of big TV events that are PPV-only throughout the year.
One leading cable/satellite company seized the opportunity for PPV viewership using proactive communications to promote an Ultimate Fighting Championship (UFC) event that would likely pique the interest of many subscribers.
Picture this: you’re just getting home from a tasty meal at the pizza joint your friend has been pestering you to check out. The food was of high quality, the customer service was friendly and the entire experience came at a good value. Overall, you are a satisfied customer.
Unfortunately for the pizza shop, your satisfaction never materializes into loyalty. It was kind of a far drive, and honestly, you already have your go-to spot. Your split decision to likely never return is a prime example of the fact that customer satisfaction does not equal customer loyalty. Read More >
Dan Gordon, Senior Vice President of Strategy and Development at West tackles the most common customer experience shortcomings for brands in a recent guest blog for Loyalty360:
… While many enterprises within these sectors have established multiple channels for customer interaction, far fewer have taken the necessary step of ensuring cross-channel and cross-functional visibility. By failing to integrate platforms, applications, and services in a comprehensive communication ecosystem, these industries deny their customers a seamless experience and, instead, risk burdening them with redundancy…
Gordon highlights three big moves organizations can make to address this struggle:
- Evaluate where you are and where you want to be
- Identify gaps in communication between the two
- Prioritize next steps based on mutual value to the brand and customers
It’s estimated that we spend 177 minutes (nearly one-fifth of our waking day) on our phones daily — habitually checking them for updates around 150 times.[i] Furthermore, it’s predicted that mobile commerce will account for almost half of all e-commerce by 2018.[ii] Seasoned Silicon Valley gurus have even asserted a probable P.C. extinction as a result of the increasing functionality of mobile devices. Read More >
West is a proud recipient of Frost & Sullivan’s 2015 North American Product Leadership Award in the Contact Center Outsourcing Industry. In the wake of customers’ ever-increasing demand for self-service, mobility and an overall-outstanding customer experience, we are privileged to help brands deliver leading communication technology and winning engagement strategies.
Frost & Sullivan recognized West for innovative multi-channel notifications/alert solutions, clear commitment to building lasting partnerships, and accelerated client growth over the past two years. View the press release here.
They graded West’s overall performance based on a wide variety of criteria such as reliability, performance, design and positioning. West scored an overall rating of 9.00, with the closest competitor trailing at 7.75. Read More >
When I was a young programmer in the mid-1990s, a colleague showed me my first Web page. It was, by chance a Star Trek fan page, and my thoughts were, “This World Wide Web thingy is going to be great for Star Trek fans!” I think it’s fair to say I lacked foresight. Within a few years, of course, the Web had revolutionized the way everyone used personal computers and spawned whole new industries. Then, in the early 2000s the Web was introduced to mobile phones and a second revolution began.
The irony of the “mobile” revolution is that, in the developed world at least most people aren’t very mobile at all; they are in fact mostly immobile. We live a sedentary existence, often on the couch in front of the TV to the detriment of our health. According to a recent Nielsen survey, the average person spends a whopping five to seven hours per day watching TV compared to only 45 minutes browsing the Web with PCs, tablets and phones. Ninety-nine percent of U.S. homes have a TV with an average of more than two per household. For these reasons, the next Internet revolution is expected to occur as Web and TV technologies converge and the combined industry players, who don’t give a fig about your health, scramble to capitalize.
However, sales of smart TVs, while strong have not taken off in the same way as smartphones or tablets. And although streaming providers like YouTube and Netflix are revolutionizing content broadcasting, “TV apps” are not popular, and an experience in which the TV and Internet truly converge hasn’t materialized as expected.
This may be because the browsing experience on a smart TV is poor. Using a TV remote controller to navigate is cumbersome, and the TV itself suffers from the so called “10-foot” interface, or the “lean-forward” versus “lean-back” problem — the ergonomics of watching TV content is very different from browsing Web content. In fact, surveys have found that many smart TVs in the home are not even connected to the Internet, and the typical consumer experience is to use the TV for watching TV, and to turn to laptops, tablets or phones for anything that requires interaction. This is, however, about to profoundly change.
The “disrupter” here seems to be Google’s Chromecast device released in July. Chromecast is a dongle device that plugs into the HDMI port of any TV and enables content from a laptop or tablet to be “cast” to the TV. You can surf the Web on your tablet in the normal way, but when you want to watch video content you beam the signal to the superior capabilities of your TV over the home wireless network. In this way, Google has solved the smart TV interface problem by taking the smarts out of the TV altogether. But what really got everyone’s attention is the price. At a mere $35, the device is equivalent to a family trip to the movies.
Chromecast users have found some glitches, and there are grumbles around Google’s method of “intercepting” certain cast requests (such as Netflix). Also, the casting technology isn’t particularly novel; Apple TV supports Airplay (although only for Apple devices) and there are other, equally cheap set-top boxes and dongles being produced out of Asia, which achieve similar results.
Nevertheless, the attention Chromecast has received has energized the thinking here. Significantly, it opens up the capabilities for “second-screen” functionality with associated content displayed simultaneously on both devices, allowing viewers to interact and perhaps influence a live show, or join real-time discussions. Where all of this will eventually lead is anyone’s guess, of course, and I have a poor record of prediction. I guess we will just have to “stay tuned.”