(no title)

4 days to go for awaited Chief Customer Officer Forum (CCOF).

This highly interactive forum is cross-industry; with members from telecom, technology, banking, insurance, e-com, travel and many more. This provides a unique opportunity for senior management in customer operations to interact with their peer from various industry verticals.

As a member you get access to the following:

Participation at TWO day-long events; very un-conference like and highly interactive
Participation in FOUR hour-long webinars. Webinars are normally hosted by experts from outside India.Chief Customer Officer Forum (CCOF).
Participation in the Annual Customer-Centricity study at NO additional charge.

The next day-long meet is scheduled on Friday, May 20th at The Hyatt, MG Road, Bangalore.

We are excited to announce that the following eminent personalities will be leading the discussions on that day:

Mr. Nandan Nilekani; Former CEO at Infosys, Former Chairman of UIDAI, Author
Mr. Ashok Thiruvengadam; Super Randonneur, Marathon Runner and Entrepreneur
Mr. Jagdish Kini; Former ED & CEO at Airtel, Former MD at Gillette
Mr. Aditya Nath Jha; CEO at Krayon Pictures and Brand Guru

Click here to know more about this unique forum.

You will lose if you don’t care about customer experience

“We see our customers as invited guests to a party, and we are the hosts. It’s our job to look after them and make every important aspect of the customer experience a little bit better” – Jeff Bezos, Amazon

We all are either customer or have been in their shoes at any given point of our busy lives. Thus, we all realize that when we don’t get served appropriately how disappointed and ungainly we feel about the entire situation. Similarly, in our business or work we have customers who do not need to feel the same way and it becomes our whole and sole job profile to keep it that way.

Gone are days when businesses could be big and powerful without bothering much about its customers.

Gone are days when businesses could be big and powerful without bothering much about its customers. Take the case of Bank of America when it was forced to withdraw a proposed debit card fee after widespread customer backlash. They have also been seeing customers leaving their bank and opting for smaller ones to get more personalized service. (read more)

So what we see above is a clear case of poor customer experience driving business out. Well you might continue to sell more and earn profits but at the same time you will keep observing that customers don’t stick with your brand and they are always looking to change. A small analytics will reveal that new customers coming in is higher than repeat customers which really does not usher in loyalty. Because business is not just building relations with partners or vendors but also with customers.

Another clear case of not building healthy relationships was realized by Comcast when they lost nearly 400,000 subscribers in a year. That’s a large amount of defection for any company. Though poor customer experience might not be the only reason but it will be one of the reasons for this loss. (read more)

So what makes a customer stick? Well if we make any person valued and hold them in high esteem you have got yourself a new brand ambassador without spending millions on celebrities. Case in point is the story of how a 3-year old’s question about the name of a bread in Sainsbury Super Market went viral and the company acknowledge the response to change the name. They could have been rigid and stuck to the old name after all what’s a 3-year old’s suggestion matter but that was not the case for Sainsbury. Now they have thousands of people as their customer because these folks followed Sainsbury’s response to the suggestion online.

The age old adage “Customer is the king” should be changed to “Customer is the God.”

The age old adage “Customer is the king” should be changed to “Customer is the God.” In today’s world if businesses do not build a strong customer centric model then they lose everything in matter of minutes.

I covered a few points on this crucial subject, let us know your thoughts in the comments.

Take your customer experience to next level by engaging with Celtycs

At Celtycs, we are passionate about enabling organisations to deliver a lasting smile on every consumer through exceptional customer service.

Our key offerings:

Create and Implement Customer Service Strategy
Listen and Act on Customer feedback
Benchmark Service experienced by your Customer
Self Service Design
Improve Contact Centre Performance
Deploy the Right number of Resources at the Right Place at the Right Time.
Make Internal Quality Monitoring an Early Indicator of Customer Experience.
Optimise Cost of Customer Acquisition and Service

ALL DELIVERED THROUGH OUR CONSULTING, CUSTOMISED SERVICES AND PRODUCTS

Are you obsessed about your customer? Here are 5 takeaways to get into that culture

Here are the top five lessons for companies that want to learn from Amazon’s customer- obsessed culture — one that helped the company bring in around $100+ billion revenue:

Customer service starts at the top.

Bezos’ public email inbox (jeff@amazon.com) receives many customer complaints, and he often forwards them to appropriate department heads for explanation with a single character: “?”. Stone reports: “When Amazon employees get a Bezos question mark e-mail, they react as though they’ve discovered a ticking bomb. They’ve typically got a few hours to solve whatever issue the CEO has flagged and prepare a thorough explanation for how it occurred, a response that will be reviewed by a succession of managers before the answer is presented to Bezos himself. Such escalations, as these e-mails are known, are Bezos’s way of ensuring that the customer’s voice is constantly heard inside the company.” Why does this matter? It’s the responsibility of everyone in an organization to ensure customers receive great service, and this focus on the customer needs to be frequently reinforced by leadership. No executive should ever be exempt from servicing customers and being their top advocates internally.

No amount of revenue is worth jeopardizing customer trust.

Emails marketing “a variety of gels and other intimacy facilitators” were sent to certain customers who had browsed the personal lubricants section of the Amazon website, and when this was brought to Bezos’s attention by a customer, he demanded they shut down the email marketing channel all together to investigate — despite the fact that they were bringing in hundreds of millions in revenue for the company.

All customer feedback matters…

Jeff Wilke, Amazon’s senior vice president for North American retail, is quoted in the excerpt as saying “Every anecdote from a customer matters. We research each of them because they tell us something about our processes. It’s an audit that is done for us by our customers. We treat them as precious sources of information.” The answers are likely in the details, so pay close attention to what your customers are saying about the experience with your brand.

But don’t forget about metrics.

According to Stone, “Customer anecdotes have no place at these [Amazon review] meetings; numbers alone must demonstrate what’s working and what’s broken, how customers are behaving, and ultimately how well the company overall is performing.”

Build customer service into your company’s DNA.

“Frugality” is one of 14 leadership principles at Amazon. The rationale? “We try not to spend money on things that don’t matter to customers.”

Source: Brad Stone, Author of “The Everything Store: Jeff Bezos and the Age of Amazon”

Chief Customer Officer Forum

Providing world-class customer service is not an easy task. It’s a complex and demanding role with constantly changing targets and objectives. Yet, despite their critical to the business, many executives responsible for customer operations find themselves isolated – the lone advocate for the voice of the customer in their organisation. This isolation prevents many executives from getting the most out of the experience of others in a similar position to them in other organisations.

Take the test

Ask yourself: are you reducing unit costs without cutting customer satisfaction? Are you applying best practice in customer service in other industries and other countries? Are you getting value for money from your technology, your staff and your customer data? Is your organisation fast and simple to buy from and deal with? Is customer experience ‘Top of Mind’ for your CEO? If you can answer ‘Yes’ to all of these questions then you’re probably running the best customer operations in the world. If you can’t, then you stand to gain a lot from the Chief Customer Officer Forum.

What is this Forum?

Like the ancient Roman Forum, the Chief Customer Officer Forum is a place for leaders to meet, discuss the future and improve their professional working lives. It’s a place where the best and brightest can exchange ideas, learn new techniques, share knowledge, and in so doing, rise to the top of their profession. Members of the forum have a unique opportunity to hear about the latest developments and most successful techniques in customer management, both from other members and from customer service leaders in India and overseas. The Forum is run by and dedicated to people just like you: people in senior executive roles who share a passion for improving the experience they give their customers; people who are shaping the future of the way organisations relate to their customers.

Did we arouse some curiosity about this forum? Great! just check the below presentation for more information or contact us ccofindia@celtycs.com

Enhancing Customer Experience through Speech Analytics

A recent study indicates that:

85% of surveyed customers said that they form the opinion about the company and its
brand based on their interaction at contact center and agent, and
63% customers said that they would become disloyal because of a bad experience with contact center agent

In this complimentary whitepaper, Speech Analytics-Enhance Customer Experience, you will understand how to take advantage of Speech Analytics at your call centers to deliver a better customer experience, improve agent efficiency and get business intelligence data for the organization.

Who is Celtycs

“At Celtycs, we are passionate about enabling organisations to deliver a lasting smile on every consumer of their products and services through exceptional customer service.”

Celtycs was conceived and founded in 2002 to help companies strategize, develop and deploy customer management solutions across their business processes. Celtycs is based in Bangalore, India and has serviced more than 70 global customers that include Fortune 50 companies, top 5 Indian telecom operators, global contact centres, private equity firms and business process outsourcers.

Celtycs adopts a unique result-driven approach that involves an analysis of the business need, customer management strategy definition and the execution of the strategy across the people, process and technology dimensions using its proprietary methodologies and tools.

Celtycs is part of a very successful global alliance called LimeBridge™. The alliance has 8 member companies from 8 countries around the globe – including Australia, France, Germany, India, Japan, Sweden, U.K. and the U.S.A. Collectively we have served over 150 companies from around the globe and our customers have included marquee names from Banking, Insurance, Travel, Telecom, Technology, Travel and Utilities.

Celtycs and the LimeBridge global alliance deliver world class solutions including:

•  Creating and Implementing Customer Service Strategy
•  Listen and Act on Customer feedback
•  Benchmark the Service Experienced by your Customer
•  Self Service Design
•  Improve Contact Center Performance
•  Deploy the Right number of Resources at the Right Place at the Right Time
•  Make Internal Quality Monitoring an Early Indicator of Customer Experience
•  Optimise Cost of Customer Acquisition and Service

Have a look at our profile