SigmaWay Blog

Retail stores has thousands of choices for fashion and the salesperson may influence you in your decision but with the help of AI and Machine learning your experience is going to more simpler and engaging.AI monitors the browsing patterns of any customer and give product recommendation according to that.AI powered chatbots can work more smarter and intuitively than humans. Machine learning in AI is improving product search capabilities on e-commerce sites.With the tremendous potential of AI, it can revolutionize the retail and e-commerce sector.Read more at: https://www.entrepreneur.com/article/296657

Getting people to visit your website is not so easy especially today. If you are using the payment the third party or payment redirection then you are giving opportunity to your customer to go away and never come back. This article by Sandra Wrobel-Konior(Content marketing manager) discusses about the cons of payment redirection. Cons of Payment redirection:

1. Client’s reaction: When a customer adds some product to the cart and goes to payment button and then if it is redirected to an external website with different logo and URL, then it may discourage, creates a confusion and frustration.

2. Control and customer support: In case the payment process goes wrong, then due to third party you may have limited access over what is happening and you can’t fix it immediately.

So, for customer satisfaction, attraction and retention you should create your payment gateway and ensure the security, seamless and hassle free operation. Read more at:

http://www.business2community.com/cybersecurity/payments-redirection-affect-business-01744133#I2bbOtz6T6YdoQ6G.97

Just when customer satisfaction has become a very important issue, the introduction of User Explorer took place. With user explorer you can now analyze what action an anonymous user has taken on your app or site. You can also get a visitor’s insight who spends quite a lot of time within a given time frame and analyze each of their journeys to your site in that given span. Using User Analytics, a Google Analytics “Segment” can be created which can be applied to the group of users and understand how this group reacts across your site. These features will help gain the insight that is needed to build amazing experience for your consumer thus improving your relationship with them. Read more at: http://analytics.blogspot.in/2016/05/better-insight-into-your-customer.html?m=1

They are often first point of contact with the customer, and a happy encounter makes a happy customer. Taking care of experienced call center agents and making employee satisfaction a priority produces numerous benefits for the company. ? Below is a list of a few things that you should be doing to take care of those employees who take care of your customers. • Excellent salary. Even in a very competitive industry, experienced agents can command high salaries befitting their expertise. They can get salaries that are higher than the average day job. Aside from their base salaries, these agents also deserve additional benefits and overtime pay for their hard work

• Incentives and commissions.  Aside from their salaries, agents also get additional money for reaching sales quotas or other milestones. 

• Awesome working environment. As a reward for their hard work, call center agents get all the pampering they can get through excellent workplace facilities. This is why most call centers provide their employees the works – immaculate bathrooms, cozy sleeping quarters, play areas, clean pantries with free coffee and so on.

• Career growth opportunities. If you’re like most agents, chances are you won’t be satisfied with being an agent for the rest of your working life. You will look for opportunities that can push you up the corporate ladder. A good call center provides its agents the chance to add more skills to their resumes so they can become eligible for higher positions in the company. A call center that takes care of its people’s career advancement produces agents who are not only successful with their jobs but also those who are actually happy staying in the organization.

Read more here- http://www.callcentertimes.com/Articles/tabid/59/ctl/NewsArticle/mid/407/CategoryID/1/NewsID/1028/Default.aspx

Customers are delighted to get gifts for companies. But, some companies fail to do so in a consistent manner. Companies might begin with good intentions, but sometimes they lose their way. Jake Sorofman (a former CMO), writes in his blog how companies sometimes fail to keep consistency. For more information, visit: http://blogs.gartner.com/jake-sorofman/in-customer-experience-consistency-is-the-new-delight/

Hospitality industry has not been concerned about technology and big data which resulted in widening of the gap between customers and industry. Big Data can result in improved customer satisfaction and personalized marketing campaigns. In addition, Big Data results in a boost in employee productivity and more efficient operations. The advantages of Big Data for the hotel industry are enormous.

1. Improving Customer experience through Personalization  

To improve customer experience, businesses must work towards gauging preferences .There is likely to be an enormous amount of information about every person on the Internet, so the key is to mine this information, and get the most relevant details out of it

2. Marketing Strategies

Big data can help companies devise the best marketing strategies for each target segment, based on their activities and preferences. When businesses understand their customers well, they can devise the right strategies to reach out to them. For example, if a company knows that a particular target group is spending an average of thirty hours a week on social media, they can devise their marketing strategies through social media channels. Such a strategy will give the greatest visibility for the company within their target group. 

3. Competitive Advantage

Companies that make use of big data have edge over others. They are able to foresee trends and make pricing strategies accordingly.

To know more- http://analyticsindiamag.com/how-big-data-is-leveraging-the-hospitality-industry/

Nowadays, business challenges across industries are same due to increasing commonality. Some of these challenges are customer satisfaction, market insight, cost reduction and supply chain efficiency. A solution to one of these problems in an industry can be applied to clients facing similar issue in another industry. This cross pollination can happen internally also between teams and departments. For prediction of the customer behavior we use analytical models by which we can give out the right message at the right time. These models can be used across industries to solve analytical problems because customers are often similar only and face same challenges. Read more here: http://www.callcentertimes.com/Articles/tabid/59/ctl/NewsArticle/mid/407/CategoryID/1/NewsID/1000/Default.aspx

All major corporates employ customer call centers to incline to the needs of their customers. A client usually calls the customer center and the first impression he receives is that of the service tended to him by the customer care representatives. So, organizations have started using automatic voice response systems to reduce the workload of their agents, attain to their customers round the clock and reduce operational costs. However, it has been found that many customers are disappointed with the automatic voice response systems due to various reasons. Companies need to design effective voice response systems that are brief and serve the needs of the customers. Find the detailed view point here: 

Businesses have started to realize that understanding the social media is of prime importance. However they often make the mistake of not utilizing the social media in the proper way. It is not only necessary to provide the customers with the requisite information and the various goods and services but also it is important to listen and help the customers if the need arises. So learning and understanding everything about the customer is of utmost significance. It is crucial for every business to do something which the customers are eager about so that they would be able to share their incidents through various social media channels. This however helps the organization to earn trust and cooperation of the customers.

Read more at: http://www.business2community.com/social-media/how-social-media-is-the-key-to-customer-success-01258473

Social media has changed the retail environment by becoming the new consumer watchdog and has bring forth new challenges. It has changed the way people see news and learn about new products. If used wisely, mobile, digital and social media can be a powerful business weapon. Another great weapon is Customer service!
For instance a good customer service where you resolve a problem quickly can have a great influence on repeat purchases.
By being ferociously committed to customer service you can contribute to the success of your company. We need to remember a few basics-

1- Understanding customer needs- its very important to listen and show interest in customer needs.

2-Stepping into your customer’s shoes- Human beings like to be treated nicely so it’s important to show the customers you care about them and they matter.


3-Providing extra benefits- Going beyond customer’s expectation insures speedy success.


Read more here- 


http://www.callcentertimes.com/Articles/tabid/59/ctl/NewsArticle/mid/407/CategoryID/1/NewsID/988/Default.aspx

Maximizing ROI has become the ultimate goal for Marketers. Increasing visibility, likes, followers and tweets seems to be the major indicators. Daniel Newman, author of The Millennial CEO and a Forbes contributor, in an article in Forbes term these indicators as vanity metrics which distract marketers from the actual story. Rather than measuring likes, focus should be on how many of the likes were converted into new customer and other measures which go beyond customer acquisition and sales that will help discern their real growth story. 

He lists out 7 things that marketers should measure: 

• Top of funnel conversions

• Engagement

• Customer satisfaction

• Customer Retention 

• Employee satisfaction 

• Employee retention 

• Attributable Revenue

For more on this, follow the link http://www.forbes.com/sites/danielnewman/2015/05/12/7-things-marketers-should-measure-big-data-can-help/

Customer analytics deals in the evaluation of consumer satisfaction, from the purchase of a product or service. The insights obtained from the data, assists in assessing a company's principle performance indicators, the sales division's performance and in making future sales forecasts. Customer loyalty aids in generating profits for the company. Customer relationship management (CRM) analytics, when applied efficiently, generates the best insights on customer satisfaction. CRM analytics analyses data, ranging from the profile of the consumer to customer feedback, to ensure the best possible results. Read more at:

http://channels.theinnovationenterprise.com/articles/the-secret-to-measuring-customer-experience

Use of cloud contact center results in low cost, increased efficiency and greater flexibility but cost centers need to consider a good cloud connectivity. Businesses generally use public internet to access cloud services which is not reliable.  Fast and secure service can be enjoyed with good cloud connectivity and customers will be loyal because complexity will be reduced with a single point of contact for all services. Read more at: 

 http://www.callcentertimes.com/Articles/tabid/59/ctl/NewsArticle/mid/407/CategoryID/1/NewsID/973/Default.aspx

According to James Heskett, Predictive analytics have the potential power to produce remarkable services and longer lives. Now, predictive analytics is also applied on humans. Recently, companies are sending information to target customers about products of their interest. With the advancements in big data and cloud computing, the accuracy of this science is improving now. Predictive analysis is also essential for organizations focusing on customer satisfaction in delivery time. Read More at:http://hbswk.hbs.edu/item/7527.html

According to David Bannister (editor at Banking Technology magazine), there has been a change in retail banking in the UK in recent years. A steady change has been noticed in the type of organizations that provide banking services and the way that both these new and incumbent providers transact with customers. However, change may be driven by the non-financial organizations as well. In many cases, these organizations are well known consumer brands with collections of customer loyalty. One such category is UK supermarkets which enjoy positive perceptions among their customers, thus suggesting that they are providing better customer satisfaction than banks. So, banks must retain focus on improving customer sentiment and make sure that people do not switch. Read more at: http://www.bankingtech.com/248682/the-rise-of-the-challenger-banks/

According to Brian Cantor (Managing Editor and community Director of IQPC's Customer Management IQ), businesses develop and put into operation strategies without truly trying to understand who their customers are and what they want, thus producing suboptimal customer experiences. The question is does a customer actually want to engage in long, personalized calls to identify and resolve a business issue?  A customer may not be supportive in all cases.  But a business that ignores the desires of their customers cannot be called customer-centric. Being alert of this problem, the author discussed this situation and was exposed to some of the factors that "normal people" value when it comes to customer service.  They are as follows: availability of full service 24/7 and quick resolution-because time is money and effort is money.  Read more at: http://www.callcenter-iq.com/customer-experience/articles/what-normal-people-think-about-customer-service/

A European Telecommunications company wanted to lower its customer service operation costs but worried from the loss of revenue by doing so. In investigating its options, the company learned that 70 percent of existing customer-service contacts could be delivered through digital solutions that had proved effective in other industries. E-care involves the delivery of customer service via web-based user accounts, social networks, mobile phone, and the Internet rather than call centers or facilities open to the public. Such digital services are increasingly demanded by customers, who are already using digital platforms to research and review products, as well as broadcast their service frustrations. And it makes sense from a financial perspective, too. It has the potential to significantly lower the cost of customer service operations while increasing customer satisfaction. Not only this, but e-care also brings a company closer to its customers. Adopting e-care is worth the effort and that virtually every consumer-facing industry that has high customer-relationship needs can benefit from it. Read more at: http://www.mckinsey.com/insights/marketing_sales/why_companies_should_care_about_ecare

According to Tracey E. Schelmetic (TMCnet Contributor), many small organizations with contact centers that could have improved their services to customers by using analytics were earlier forced out of competition. They were unable to bear the high capital costs of instigating such solutions unlike big companies with greater access to large amounts of data resources that have been able to use analytics solutions to run their businesses more efficiently. However today, cloud-based analytics solutions are helping even the smallest contact centers by turning all the communications with customers into useful data that can be used to provide better analytical solutions in the customer support operations thereby, leading to superior customer satisfaction ratings. Read more at: http://www.tmcnet.com/channels/workforce-optimization/articles/383244-smaller-companies-reaping-large-rewards-from-contact-center.htm

Mostly all customer service providers offer there service through phone calls. It is time consuming and customers have to wait long before they can have a conversation personally. Optus is an Australian Provider in integrated communications and a subsidiary of SingTel, brings in effective action its [24]7's mobile chat capability in Optus mobile app. This application will allow customers to chat with Optus customer care from a mobile phone. It is a very smart choice and it will give personalized service to all consumers. The same user friendly service which they accessed from their laptops and PC's is now available on their phones. It is a brilliant experience for the customers and increases customer satisfaction as it saves a lot of time. The same service should be adapted by other service providers also so that they do not lose their market share. Read more at: www.contactcenterworld.com/view/contact-center-news/optus-makes-customer-service-brilliant-with-247s-chat-in-the-optus-mobile-app.aspx

Companies take efforts to develop all-encompassing voice of the customer (VOC) programs. The success of these programs is dependent on the quality and variety of data gathered from customers. Increasingly, companies are gathering customer feedback from structured as well as unstructured data. For companies establishing a VOC program, unstructured data seems overwhelming. Because of this, companies may avoid analyzing it. Capturing and analyzing unstructured data can be daunting to VOC program managers. Automation is an important step in successfully optimizing the value of unstructured data in a VOC program. Unstructured data creates excellent insight into the underlying drivers of loyalty, and it's vital that organizations make use of their available information. The companies that listen in the right places, using unstructured data to destroy structured, solicited feedback, and taking action accordingly, will have a huge advantage over their competitors. Unlocking the capacity of unstructured data is manageable if taken one step at a time, and the results will be well worth the effort. Read more at: 

http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/Unlock-the-Potential-of-Unstructured-Data-for-a-Successful-VOC-Program-97918.aspx