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Ameyo Callversations

3 Insightful Lessons from 2nd Service Quality Excellence Summit 2017 You Shouldn’t Miss

The 2nd Service Quality Excellence Summit 2017 was a huge success, and focused on the various issues that affect how well a company is able to deliver a superior, consistent experience to remain competitive in a time of digital disruption.

Topics: Customer Service customer experience

Top Customer Experience Questions that Raised Eyebrows at CX Management East Africa Summit

In one of our latest blogs, we had talked that Africa started to adopt digitalization quite late compared to developed economies around the world.

We got reminded of this fact in the recently concluded Customer Experience Management East Africa summit in Kenya, where it was repeatedly stated that Kenya would invest on social media as a channel. Perhaps - much faster than some other markets in the west, because of its penetration!

Topics: Customer Service customer experience

How East African Businesses can Thrive by Upping the Ante in Customer Experience

Back in 2014, one of EY’s report stated that more than 50% of the customers in Kenya reported a bad experience when transacting, compared to a third of bank customers globally.

The reason for this rather alarming number in bad customer experience was largely blamed on aggressive uptake of technology innovations by brands, thereby - creating technical hitches that trickled down to customers.

Topics: Customer Service customer experience 360 Customer View

Customer Engagement Matters More Than Ever in 2017: 4 Strategies for Success

Ever since the concept of money was invented, marketers have been using different techniques to try and make a sale. From the first newspaper advertisement in 1704 to Apple spending more than $900,000 to create their 1984 Super Bowl commercial - the idea of marketing has observed a paradigm shift over the years. Now, the objective is not to squeeze a customer out of every penny, rather to engage and try to retain the customer.

According to Customer Engagement Expert Paul Greenberg - customer engagement is “the ongoing interaction between company and customer, offered by the company, chosen by the customer.”

Topics: Customer Service

4 Reasons Why Customer Engagement Can't Exist without Analytics

Can you imagine a life without analytics? Think about it - your Facebook feed won’t show you the most relevant posts, Netflix won’t recommend the movies you shouldn’t miss, and there probably wouldn’t be a stock market. And, the Mayans wouldn’t have predicted December 21, 2012 to be the end of the world. Over time, analytics has proved to be a great asset to human civilization, and has been incorporated into every industry imaginable.

Topics: Customer Service

Chatbot vs Search: Will Customers Completely Move to Chatbots?

The way we search online has evolved a lot since the commercial launch of the search engine in the 1990’s. During that time, the world was less exposed to the world wide web, and thus, a lesser number of search results came out. Also, until and unless you type in the exact keywords that you were looking for, chances are you might not ever be able to find the right website. 

Topics: Customer Service customer experience

4 Easy Ways to Boost Customer Engagement With Text Messaging

Customer engagement is a tough metric to measure, but it’s one of the most important things a marketing department does. Engaging with your customers can increase how much your customers spend significantly, and help build more trust in your brand. This leads to customer loyalty, referrals, and much more.

One of the best tools you can use to actually improve your company’s customer engagement is SMS and text messaging.

Topics: Customer Service customer experience

How to Bank on Moments of Truth to Create Wow CX Memories

Ask yourself if you have built a culture where your agents are able to provide a personalized customer experience and listen to your Customers with empathy? If the answer is not a clear, ‘Yes’ then it’s high time that you as a Customer Experience specialist build that culture and bring a ‘Wow’ experience to your customers.

Topics: Customer Service customer experience

3 Enlightening Customer Experience Lessons from Apple, Disney and Tesla

When was the last time you walked into a car dealership only to be haggled by a pushy salesman and tons of paperwork? Or called a customer support number only to be put on hold, transferred, and finally greeted with a scripted response?

Believe it or not, customer experience has become as important as the product itself. In the 21st century, customers don’t want to be served - they want to be delighted by the overall experience. Creating a positive customer experience is imperative to survive and meet rising expectations. 

Topics: Customer Service customer experience

Why Customer Experience Should Be the Only Goal that Matters for Brands

Almost every successful company now understands the utmost need for creating awesome customer experience, to enhance customer journeys. The management of such companies do realize that they can no longer simply compete on the lines of products/services.

However, in order to be successful, organizations have to build a consumer centric strategy. Customers and prospects’ perception is the key to the success of any business, and that is what should be the focus for all brands.

Topics: Customer Service customer experience