Hi @allensmith81 thanks for your comment. We will not be replacing the consumer-facing Klout website and associated tools, but as Pete indicated above, we will be launching a new social impact scoring system that will be part of our enterprise products. We will share more details on this front as they become available.
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Over the last few years there has been a fundamental shift in the way consumers connect with brands to get their questions answered and problems solved. At one time a consumer’s initial reaction to a printer breaking or their cable TV going down was to 1) take a deep breath, then 2) pick up the phone and begin the arduous process of waiting on hold listening to elevator music.
Now that has shifted, and consumers are increasingly turning to digital channels first for support. Whether it’s social channels for quick resolution, online communities for peer-to-peer help, or 1:1 messaging channels on web and mobile, digital-first is becoming the new norm. A number of stats bear this out:
Forrester – approximately two-fifths of US adults prefer to use digital customer service instead of speaking with person on the phone.
IDC – by 2019, over 80 percent of people worldwide will have used a social channel to seek brand-related support.
Beyond just the digital shift, if a consumer reaches out to a brand, the last thing they want is to get bounced from channel to channel (e.g. from social media to a phone). They want to resolve their questions in the channel of their choice, quickly and painlessly. Data backs this up – according to a Sapio Research survey, 58 percent of consumers have been forced to move to a different channel when making a customer service request. Forty-nine percent of them were left feeling less positive about the brand as a result, with 30 percent considering taking their business elsewhere.
Businesses are also seeing this shift towards digital, with Forrester data revealing 71% of businesses say social media will transform their customer experience operations in the next two years.
Here at Lithium, we see Messaging as one of the channels that has been consistently growing in popularity over the last few years as a way for consumers to connect with brands. Independent research supports this:
Gartner predicts that by 2019, requests for customer support through consumer messaging apps will exceed requests for customer support through social media.
And a Sapio Research survey of 4,000 consumers found that 63 percent who have used messaging to contact a brand report they were very satisfied/satisfied with their experience.
For more information on Lithium Messaging, check out: https://www.lithium.com/products/messaging
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Masters of Digital CX: European Edition
The Real-World Impact of Digital
Want to create frictionless customer experiences across digital touchpoints, but don’t know how? What better way to learn than from Lithium CEO and digital CX expert, Rob Tarkoff? In the last of our Masters of Digital CX series filmed during LiNC Local London 2017, Rob provides key insights on how to connect with customers at the right digital moment. To achieve this, he explains Lithium’s four-stage formula for successful digital customer experience: Listen, Engage, Enlist, and Embrace. Watch episode four to learn:
How to manage issues, crises and damage limitation
Enhance the digital customer experience, while protecting and enriching relationships
How digital CX leaders from DNB, F-Secure, and Plusnet are tackling these challenges
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Do you know how to shape your customer experience for GenZ? Born between 1995-2010, these customers are digital natives, social, collaborative, global, sharers, and influencers. Their expectations of CX is driven by their online upbringings. How can you prepare and meet them?
Here are some tips based on what Gartner recommends:
Join the conversation
Ask them what they want
Meet them on mobile
Tailor to their preferences
Always be shareable
Make them feel secure
Invite them to co-create
Download the infographic by Gartner to learn detailed recommendations on how to shape CX for GenZ.
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