@alec-magill
Active 9 years, 6 months ago-
Alec Magill wrote a new post on the site MIS2101 – Spring 2015 9 years, 7 months ago
As we read in Chapter nine, handling customer requests is important. There is talk in the Omnichannel customer experience article. The ability to deal with a variety of channels and essentially be able to continue where they left off on one channel, and continue this conversation on another. The importance of a company to be able to quickly respond and identify a customer problem and make it seem seamless in a communication landscape could change the customer response rate. Simply put, if you order a product and go to pick it up at a brick and mortar store, they will know all the communication you had to the company and can pick up the transaction where you left off, and on top of that if you need to return the product they will have the ability to pick up the conversation as well.
1) Do you think this will be a benefit to customers if the different channels are able to pick up the conversation from another channel to continue the conversation?
2) Does this create privacy concerns, which different channels (and workers) will know about you and what you said?
3) A T & T presents the 360 Degree view, do you believe their approach improves customer quality of care.
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Alec Magill commented on the post, Happy Birthday SNL // the typists from the Carol Burnett show, on the site 9 years, 7 months ago
It seems that a company would want to fix the problem in the short-term for a long-term sustainability. Problems such as the General Motors case can cause long-term trust and brand reputation loss for years. This would lead to a loss in sales and long-term profitability. Discovering these issues in the supply chain would be paramount.
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Alec Magill commented on the post, Happy Birthday SNL // the typists from the Carol Burnett show, on the site 9 years, 7 months ago
Great Article, I agree that it will take Sales people to use technology to reshape the selling process. I agree with the above comment that this will not eliminate the sales person, but change how they conduct business. The importance of relationships between buyer and seller can even triumph price and product. I see the social media and such…[Read more]
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Alec Magill commented on the post, Happy Birthday SNL // the typists from the Carol Burnett show, on the site 9 years, 7 months ago
This article is great and shows how a government agency such as NASA can improve its operating systems to focus more on its goals. It also shows how a large organization such as NASA can improve its efficiency by partnering with private sector technology. Great Read!
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Alec Magill commented on the post, Why Business IT Innovation is So Difficult, on the site 9 years, 7 months ago
It seems from the article that a major problem is the resistance to the change. Many groups or individuals in a company enjoy holding power in a hierarchy system and control in the system. The article notes that much of this comes as being seen as a “radical change”. Perhaps a way to speed up some of these changes so it doesn’t take years to…[Read more]
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Alec Magill commented on the post, Video Technology in Retail World , on the site 9 years, 8 months ago
Being able to use cameras to generate heat maps for highly trafficked areas would be a great idea for retailers, working for one myself, I see the benefit of this, to help prevent loss through shop lifting and to place merchandise to sell faster. Already companies use cameras in stores to watch for fraud, I don’t think customers would be actively…[Read more]
First and foremost I think that anything to improve customer experience especially in regards to technological difficulties is worth wild to a company. I’m only 21 but I can distinctly remember the elementary to middle school years when internet and wireless connection came into play; my parents had no idea about any of it and I was just as confused. I remember trying to set up the computer, xbox, etc. and calling into Comcast multiple times only to end up where I left off before. With all that being said, I think its great to see companies striving for a Omnichannel customer service experience where they know my problems from the past and where I left off from there. In response to your questions I obviously believe this will benefit customers to continue conversation but also agree with the examples of integrating things like orders to brick and mortar stores/pickups etc. I also feel no issues with privacy going forward. Lastly, overall the 360 degree view presented by AT&T seams like a great approach to improve customer quality of care especially when the article moved to the conversation of using artificial intelligence.
I believe an Omnichannel customer service experience is certainly beneficial to customers. As Matt points out above, dealing with customer service representatives repeatedly and having to explain your situation over and over to a different person every time is extremely frustrating, as I’m sure nearly all of us are aware. Furthermore, I believe the option to call, do a video chat on the web, or e-mail with service representatives is a great idea and provides great flexibility for customers who are having technical issues but may not be able to spend 45 minutes on the phone. I would say off the top of my head I can’t think of a scenario in which privacy concerns will come into play. Possibly in the medical field, but I feel like this approach will be used more for consumer goods, cable, and internet services. I also do believe the AT&T 360 Degree View improves the quality of customer care by integrating the entire customer service process and spotting potential problems.
I think it will be greatly beneficial to have multiple channels be able to “merge” in a sense so that all the workers are able to have all of your information. Having to contact a company through different channels and telling your problem multiple times is very inefficient and time consuming.
AT&T makes a good point also in saying that this type of information system also creates greater customer loyalty because they feel like the company knows and cares about their problem. Going through different contacts makes the company seem disconnected.
I don’t think this raises many privacy concerns because the information is not intended to be private/personal information and the customers would likely know that their problems are going through multiple channels and reaching multiple stakeholders within the company.
I agree that this will be very beneficial to improve customer service. Omnichannel will definitely make the customer service process less of an annoyance. This program would save time for both the customer and the business while handling customer service issues. I do not find that Omnichannel creates a major privacy concern, unless an individual was sharing information like their SSN, Bank Account, etc, even so, I think would think that only certain employees would have access to this type of information. I also believe that the use of this program could be beneficial to insure that the customer receives the right information while speaking with a customer service representative.
Great article, Alec – this is really a great introduction to a new wave of customer service – meet the customer anywhere they can be found – a little scary, but also crucial to a company’s customer satisfaction!