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Customer Effort

By Dale Lawrence In today’s environment, where operations need to keep growing capabilities, the Lean methodology will help drive efficiencies, build sustainable growth and ensure your business can scale regardless of the type of operation. The approach is the same whether you have a start-up in the growth phase and straining to scale effectively or a back-office support team that is overwhelmed with sudden volume. Going back to the fundamentals of Lean as the toolkit will help you identify the gap and provide ways to improve. During COVID, the need for Lean is even more important. Focus on the operations as a

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By Dale Lawrence Often, organizations focus on either culture or customer experience or operational excellence as independent activities without seeing that they all are interrelated. In fact, the customer doesn't really care about the company culture or the operational success but will feel the impacts from both. When it is time for the customer to reflect on their loyalty and determine if they with re-purchase, their decision will be based on the overall historical relationship and interactions. In effect, whether their needs were met with the least customer effort. The company must see the customer journey, the employee engagement and the

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By Dale Lawrence Operational leaders, over the past five months of COVID-19, have mostly focused on managing costs, making decisions on difficult layoffs and furloughs while trying to convince their customers to purchase goods and services. This has been a balancing act, but the customer likely has taken a back seat to the other operational needs. In a number of areas, the customer’s experience has been forgotten. Some overall thoughts: • Business customers are also living through the same challenges. They are watching their spending, managing their costs and asking their own customers to buy. This is what happens in the interconnected business

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By Julia Borges Purchasing a vehicle is always a big deal. From deciding between various vehicle options to filling out all necessary paperwork, it can certainly cause a fair amount of anxiety for customers. Financing or leasing a car has always been viewed as a long, tedious process with many steps that will most likely keep customers there for the majority of their day – and in some cases, can even take multiple days. Even before the COVID-19 pandemic, this process was seen as cumbersome and time-consuming; but with the new social distancing regulations and increased level of worry, potential customers are

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By Dale Lawrence While many companies have moved most workers to work from home or built in social distancing, contact centers typically have a challenge with social distancing due to the concentration of configured desks in a relatively small space. Apart from cubicle pony walls, most agents can normally reach each other and frequently stand up, walk around and go for breaks together. This means that if one person carries the virus, it doesn’t take long to spread to others. Ideally the agents would work remote, however, many contact centers are unable to access all of the necessary technology to allow

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By Leah Ladipoh Why is empathy important to the customer experience? The answer is simple - but brands will find the journey difficult to navigate. Empathy diffuses frustration, creates brand loyalty and creates a positive feeling of both customer and brand representatives. Leading with empathy will lead to the representative feeling a high sense of job satisfaction and motivation to resolve customer problems. The customer will remember the positive interaction and be happy to continue to patronize the brand, safe in the knowledge that any future issues will be resolved quickly and efficiently. Understand the Customer Case Brands that identify and are aligned with

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