#79| DCX - Perspectives and insights on digital customer experience
How a 30-Year-Old Technology Made My Day; What If Data Could Speak?; DCX Poll; Links to Industry news and the DCX Thought Leader Profile of the Week
Thank you to the 796 CX professionals from 43 US states and 87 countries who are loyal weekly readers of DCX. Your continuous support and engagement are greatly appreciated.
My Goal for 2023 is to reach 1,000 subscribers before Dec 31. Your support would mean the world to me. Clicking the button below and sharing DCX with a respected colleague can make a huge difference. Or if this was shared with you, sign up yourself! Thank you so much!
How a 30-Year-Old Technology Made My Day
On December 3, 1992, the first-ever text message was sent by a 22-year-old engineer named Neil Papworth to Richard Jarvis of Vodafone. The message, which read "Merry Christmas", was sent using a computer to a mobile phone. At the time, Papworth and his colleagues had no idea that this basic text-based method of communication would become so popular and widely used by companies for conducting business.
As the art of conversation seems to be reinventing itself through screens, SMS live chat stands as a testament to the ongoing evolution of customer service. I recently had an exceptional encounter with the Thompson Dallas Hotel that encapsulated this communication medium's seamless and efficient potential. Within minutes, and with incredibly low friction, I requested a specific type of room and obtained a copy of my bill. The immediacy and ease of this service were nothing short of amazing, setting a new standard for what I consider an excellent customer experience.
The virtues of SMS live chat are many, but at its core, it embodies modern convenience. This text-based service is reminiscent of the comfort we find in our daily digital conversations, bringing a familiar and user-friendly interface to the customer service world. It's a way for businesses to stay connected with their customers, providing swift, direct answers and ensuring thorough follow-through, just like the Thompson Dallas Hotel did before, during, and after my stay.
The personalization aspect of SMS live chat cannot be overstated. Unlike the robotic nature of automated responses, the live chat I experienced with the hotel felt like a conversation with a concierge who knew exactly what I needed and ensured my requests were met with a personal touch. This bespoke interaction is the cornerstone of what makes SMS live chat an indispensable tool for customer satisfaction.
Efficiency is another cornerstone of SMS live chat. During my interaction with the hotel, there was no waiting in queues or navigating through a maze of automated voice prompts—just a straightforward conversation that ended with my needs being met promptly. This kind of efficiency can elevate a brand's customer service from good to great.
SMS Chat Best Practices
To make the most of SMS live chat, consider the following best practices:
Respond Promptly: Time is of the essence. Aim to answer customer inquiries as quickly as possible.
Maintain a Personal Connection: Use the customer's name and engage warmly and conversationally.
Be Clear and Concise: Deliver your messages with clarity and brevity to respect the customer's time.
Proactive Engagement: Check in with customers to confirm their satisfaction and resolve any outstanding issues.
Comprehensive Training: Equip your team with the skills to communicate effectively and empathetically.
Seamless Channel Integration: Provide options for customers to transition to phone or email if their issue requires it.
Uphold Privacy: Always protect customers' personal information.
Solicit Feedback: Encourage customers to share their live chat experiences and use their input to refine your service.
Define Availability: Clearly communicate the hours when live chat is available to set expectations.
Document Interactions: Keep records of chats to ensure consistency and quality in customer service.
Embracing SMS live chat is about understanding and adapting to the customer's need for immediate, hassle-free support. It's a powerful bridge connecting customer needs with business solutions, and when it's as flawlessly executed as my experience with the Thompson Dallas Hotel, it's a game-changer in the realm of customer experience.
This week’s DCX Newsletter is Supported by:
What If Data Could Speak?
I've often pondered this question. Imagine if every dataset whispered secrets about customer desires, needs, and expectations. My journey into the world of data literacy began as a quest to understand these silent narratives, a journey to translate the language of data into meaningful customer connections. This wasn't just about numbers and trends; it was about discovering the heartbeat of customer interactions.
So, when I first began exploring customer feedback data, it was as if I'd tapped into a direct line of communication with our customers. Their words, expressed through surveys and social media, were more than mere comments; they were heartfelt expressions of their experiences with our brand. Sifting through this feedback, I began to piece together what our customers were saying and why they felt the way they did.
Then came the exploration of transactional data. It was no longer about numbers and sales but a narrative unfolding before me. Each purchase and each interaction told a story of customer habits, needs, and desires. This information became a powerful tool for understanding not just the ‘what’ but the ‘why’ behind their choices. It helped me connect the dots, revealing patterns that were invisible before.
Behavioral data offered yet another dimension to this understanding. Monitoring how customers interacted with our website and products was akin to being a silent observer, gleaning insights from their actions. This wasn't just tracking clicks and views; it was about understanding the customer journey, identifying pain points and pleasure moments, and optimizing their experience based on real behavior.
Integrating demographic data added a rich layer of context. Understanding our customers' age, location, and lifestyle helped me see them as distinct groups, each with unique needs and preferences. This understanding went beyond tailoring services; it was about creating experiences that resonated with each demographic segment on a personal level.
The most profound insights, however, came from psychographic data. This was where data transcended analytics and became a gateway to human emotions and motivations. Understanding our customers' attitudes, values, and beliefs allowed me to meet their needs and connect with them emotionally. This was no longer about customer service; it was about building relationships.
Through these experiences, I've realized that data literacy in CX is more than a nice to have. It represents a unique lens through which we view the world. It involves weaving together diverse data points into a cohesive story about the people we serve.
Each piece of data represents a chapter in the broader narrative of our customers' experiences, and grasping this narrative is essential for transforming our business strategies and how we connect with and serve our customers. By tapping into this, we can do more than just meet customer needs; we can cultivate deeper, more impactful connections.
This week, I asked our colleagues in the Customer Experience Professionals Group on Linkedin, “How Important is Data Literacy on a CX Team?”
In the latest DCX Poll, I asked a burning question: How crucial is data literacy within our CX teams? Well, the results are in, and they're speaking volumes!
A staggering 88% of you voted that data literacy is "Crucial for All" team members. This isn't just a wave – it's a tsunami of opinion, showing that data smarts aren't just for the number crunchers anymore. We're talking about a skill set that's becoming as essential as a morning cup of coffee for everyone in the CX field.
But let's not forget the 6% who believe data literacy should be the playground of analysts only. It's a reminder that while we're jazzed about data, we also value the expertise of our specialist teammates.
Then there's the 4% who see data literacy as "Good, Not Essential" – kind of like that extra shot of espresso. Nice to have, but not a deal-breaker.
And, bringing up the rear with just 1%, are those who think data literacy is "Rarely Useful". Maybe they're onto something we're missing, or perhaps they're just not ready to dive into the data pool yet.
What's clear from these numbers is this: Understanding the nuances of data isn't just useful; it's critical. Whether it's personalizing customer interactions, predicting trends, or making those big strategic decisions, data literacy is the key that unlocks potential.
So, what's the takeaway? It's time to embrace data literacy, not as a specialized skill, but as a fundamental one.
Looking for a Last-Minute Holiday Gift?
Embark on an incredible New Year's journey, fueled by daily doses of inspiration and the powerful Accountability Exercise, all neatly woven into a life-changing journal. Let this transformative tool empower you to ignite your passions, overcome obstacles, and unlock your true potential as you embrace the possibilities of the year ahead.
How the IRS Will Use AI This Tax Season | Kiplinger
The IRS is using AI for tax enforcement to identify tax evaders among the wealthy. There are concerns about biased audits, and a bill has been introduced to allow for appeal. The IRS also uses chatbots for customer service, and high earners are more likely to face audits.
Spotify confirms test of prompt-based AI playlists feature | TechCrunch
Spotify is testing an "AI playlists" feature that uses AI technology and prompts to create personalized playlists. Not many details are being shared, and there is no set launch date yet. The feature was discovered in a TikTok video and allows users to choose from various prompts, such as focusing on work or exploring niche genres. Spotify has been investing in AI, and this feature could become a popular use case for the app.
Moody’s made a chatbot to help gauge financial risks (emergingtechbrew.com)
Moody’s Analytics is using Microsoft’s AI service to build a chatbot to help businesses assess financial risk. The tool provides quick answers and cites sources, making it efficient and accurate. Other companies are also using similar technology for tasks like generating financial summaries.
DCX Thought Leader Profile of the Week
Every week, I introduce you to another inspiring professional from LinkedIn who has the potential to make a significant difference in your life and career.
This week, I am pleased to introduce you to Joshua Seiden, Designer, strategy consultant, coach, and author.
Joshua Seiden is a multi-faceted talent, weaving together design, strategy consulting, coaching, and authorship into a tapestry of user-centric innovation. As the founder of Seiden Consulting, he's empowered clients as diverse as JP. Morgan Chase, Johnson & Johnson and 3M to craft digital product experiences that resonate deeply.
A thought leader in the realm of user experience (UX) design, Seiden co-authored the acclaimed book "Lean UX: Applying Lean Principles to Improve User Experience." He also authored, one of my favorite business books of all time, “Outcomes over Output.” I give a copy to all my teams. His ability to translate complex concepts into captivating narratives is a hallmark of his books and frequent talks at industry conferences.
Seiden's passion lies in helping organizations cultivate products and services that spark customer love. He champions an outcome-oriented approach, believing it fosters a more positive and productive work environment.
Seiden's academic journey began at Hunter College in New York City. He's also a certified Scrum Master and is a co-founder of the Interaction Design Association, solidifying his commitment to continuous learning and growth.
Whether it's design, strategy, or coaching, Joshua Seiden's expertise lies in guiding organizations towards a future where user-centricity reigns supreme.
Thank you for reading this week.
Please share with others you think would benefit.
One More Thing
I want to share some of the exciting content and programs that I have created for your personal and professional growth:
DCX Ultimate CX Notes Templates - Tools to help keep your CX operation organized
DCX Executive Coaching - 1:1 coaching for customer-obsessed leaders
365 Days of Accountability - Daily Text Challenge, Books, Journals and Exercises
365 Days of Accountability GPT - ChatGPT as your accountability partner
I hope you find these programs useful. Let me know if you have any questions or need any further assistance.
-Mark