With the rise of a new generation of more tech-savvy, independent-minded consumers, companies are seeing the value of self-service. Reduced agent overheads and increased customer satisfaction are a win-win.
But when the self-service process fails, your customers may reach out through other channels or abandon their...
1. Customers only use web self service as a last resort if they can’t find your phone number.
Actually, customers don’t want to call you. Behavior has shifted so that more people prefer to use self-service than calling an 800 number for support. According to Forrester...
Providing customers with a knowledge base should be a given, but another essential aspect is ensuring it effectively assists with their needs. Companies that haven’t reviewed the content of their knowledge base recently (or at all) could potentially lose customers simply due to inadequate or...
Consumers’ shopping expectations, preferences, and behaviors continue to evolve due to new mobile technologies which make price and product information highly accessible. Consumers are more informed, more connected, and more demanding when they shop online.
The E-commerce paradigm has undergone a significant shift, with the proliferation of shopping channels creating a more diffuse shopping experience. Mobile capabilities are at the center of this diffusion—their ubiquity creates new opportunities for online retailers to engage consumers. Mobile is a formidable channel, posting a year-over-year growth rate of approximately 50% compared to 10% growth for desktop-based e-commerce.
We are participating this week at the KMWorld 2013 conference and joined last week Constellation’s Connected Enterprise summit. At both events, we discussed how organizations are seeking better access to knowledge to improve the decision-making process and speed innovation. While these events have different focuses, parallel discussions explored two interconnected trends:
The resurgence of knowledge management; and
The continued growth in the number of multi-channel consumers.
By Esteban Kolsky
Late in 2011 I conducted my first market research project on Knowledge Management.
I wanted to get an idea of what was going on in the world, what projects you (royal you, not you personally) were working on, what projects you were going to invest money in, and (more than anything) what was affecting your decisions.
As enterprises become more collaborative and thrive to better connect their internal (employees) and external (partners and customers) worlds, a well-established technology is back in the spotlight — Knowledge Management. With so many hot technologies in the marketplace ranging from cloud to social to mobile,...
In a world dominated by all things social, companies are faced with the challenge of becoming a social enterprise. Many are embracing the social opportunity, but others might give up competitive ground, or worse watch customer base and margins shrink at increasing rates because consumers prefer to do business with companies that engage and are transparent.
There are many facets to the social enterprise, and some are easier to execute than others. Monitoring the twittersphere is not all that difficult. And really, are there any serious companies that do not have Facebook pages? These things are relatively easy to do.