29 January 2014
Go beyond omnichannel customer service
After a long period of decline, the use of the word 'omni' in English literature seems to be on the up. The same can be said in the field of customer service where omnichannel has become the buzz word, with the intention to offer a seamless service across an organisation.
But why restrict yourself to omnichannel. Ideally, organisation need to adopt an omnicorporeal approach to customer service, ensuring that an omnifarious desire to satisfy customers is omnipresent. This is only achievable if companies employ omnicompetent staff able to solve omnigenous queries. Once the basics are in place, management can omnify the philosophy throughout its operations which should ensure that customers are provided with an omnibus service. Finally gathering of the customer service omniana will be critical to the feedback loop and the more forward looking organisations might consider employing omnivore staff who have the appetite for handling the most complex situations.
15 January 2014
Service without restrictions
For customers, the notion of best service might only become real when all restrictions surrounding classic service delivery have been removed. No opening hours, endless availability of products in all shapes, colours and sizes, no queues, free parking available at all times, no reservations needed, 24/7 delivery hours, ability to change bookings at short notice, immediate repesponse time via social media, no quibble returns policy...the list is long.
The cost issue is a major hurdle standing between customers and the best service utopia but nevertheless, companies are trying to deliver elements of this vision via an increased use of technology [whilst at the same time reducing some of their costs].
The unstopabble growth of self-service is eliminating many constraints but making customers work hard to obtain the service they feel they deserve. Why don't companies contribute their part by having a systematic look at what other service restrictions exist within their organisations and see if these could be lifted.