www.cxnetwork.com Open in urlscan Pro
15.197.145.235  Public Scan

Form analysis
0 forms found in the DOM

Text Content

Sign In



ASIA'S #1 MEGA EXPO FOR CX, MARKETING & DIGITAL EXPERIENCE COMMUNITY

March 29 - 30, 2023 | Suntec Convention and Exhibition Centre, Singapore
Book A Stand Today
NEXT GEN CX AGENDA
Register for Next Gen CX
 * HOME
 * ABOUT
   Covid Safe
 * NEXT GEN CX
   Next Gen CX Premium Conference Next Gen CX Agenda Brochure Next Gen CX Day
   One Agenda Next Gen CX Day Two Agenda
 * FREE THEATRES
   4 MUST ATTEND THEATRES Customer Show Asia Theatre Brochure Claim your free
   seat! Customer Service Excellence Theatre (Day One) CX Metaverse Theatre (Day
   One) Mobile Marketing Theatre (Day Two) Mobile Shoppers & Payments Theatre
   (Day Two)
 * SPEAKERS
   Advisory Board Next Gen CX Speakers Customer Service Excellence Speakers CX
   Metaverse Speakers Mobile Marketing Speakers Mobile Shoppers & Payments
 * SPONSOR & EXHIBIT
   Why Exhibit? Sponsorship & Exhibition Guide Floor Plan CX Asia Industry
   Benchmarking Report - Conducted March 2022 Why Sponsor all 3 CX events?
   Sponsors & Exhibitors
 * RELATED EVENTS
   CX Asia Week 2023 - Conference (21-24 Nov) Customer Contact Week Asia 2023 -
   Conference (13-16 June)
 * DISCOVER CONTENT
   Industry Benchmarking Report - Conducted Dec 22 (NEW!) The Era of Choice
   (NEW!) Predictive CX in APAC (NEW!) Guide to Multi-Generation CX (NEW!) The
   Future of Customer Engagement Hubs in Asia and more
 * BLOG
   Deep into Customer Service Excellence CX Leader's Advice for Multi-Gen How
   are Consumers in APAC discovering Brands? How Popular is Online Shopping in
   APAC? and more
 * PARTNERS
 * REGISTER

#CustomerShowAsia



DEEP INTO THE HEART OF CUSTOMER SERVICE EXCELLENCE

By: Customer Show Asia
01/27/2023
AddThis Sharing Buttons
Share to LinkedInLinkedInShare to TwitterTwitterShare to WhatsAppWhatsAppShare
to FacebookFacebookShare to PrintPrintShare to MoreAddThis
Customer Service Excellence

In the world of Customer Service Excellence, the first point of contact with
customers falls within the shoulders of your customer service ambassadors.
Having a myriad of customer service strategies does not guarantee excellence –
but the people behind customer service delivery does. Customer service employees
play an integral role in keeping your customers happy; yet these teams'
importance often comes as an afterthought instead of a focused attention.


With The Customer Show Asia 2023 approaching rapidly, we asked industry leaders
on their opinions and thoughts on key issues revolving around priorities,
implementation, and technological aids within Customer Service Excellence. Here
is what they had to say!




Leader's Profile

Terence Yow, Managing Director, Enviably Me (Melissa Brand for Fashion Footwear)

Babul Balakrishnan, Head of Customer Care, Thunes

 

 * What are your top priorities in evolving customer service strategy with the
   evolving customer sophistication?

Terence:

The thought process should flow from identifying to understanding and finally
building an experential journey. First priority is always to understand WHO are
our core Melissa shoes customers and then figure out what's important to them in
their entire brand experience and shopping journey. Then zero in more
specifically on what's important to them for their Melissa instore shopping
experience.

Babul:

The first would be to drive service quality. It is important to continue to
drive a continuous improvement program focusing on constantly optimising current
processes and systems by working with cross-functional teams and catching the
issues further upstream.

Next, would be to push for automation of redundant tasks: where possible,
automate the day to day manual tasks so that the agent can focus on quality
adding work and focus on providing the customer a better experience.

Finally, the Focus on customer self-service tools where our customers do prefer
to reach out to our support teams for a resolution to their issues, but
nevertheless, I believe there are still opportunities where we could possibly
provide self-serving opportunities through more transparency which helps manage
their and their customer's expectations. 

 

 * How do you demonstrate customer service excellence in your business?

Terence:

One of the things we are working on now is to meet the new needs of today's
shopper with regards to frictionless shopping.  Specifically how do we enable a
pleasant and smooth self-select self-checkout journey for those who prefer
it. Ongoing, we have always maintained a good tempo and frequency on skills
training.  We believe getting basics right in areas such as product knowledge,
fashion styling knowledge and customer service goes a long way to make our
shoppers happy.  

Babul:

We use KPIs to demonstrate how well we are meeting our operational goals of
serving the customer but that does not present the full picture. We need a
better measure. We have tried using NPS, but while the results have been
favourable, it has not found favour with our customers in terms of quantity. We
have tried to use CSAT from our support tool which again seems to be very
lopsided, either they are very unhappy or extremely satisfied. In both cases, we
don't have a sufficient quantity of responses to take these results seriously.
So we are still on the hunt to find a measure that makes sense, and can measure
ourselves against.

 

 * In your opinion, what are the important pieces of technology in enhancing
   customer service experience?

Terence:

Technology can be a double edged sword.  It is easy to buy and implement  the
latest tech gadgets but it has to be combined with the right enrolling,
engagement and training activity systems for our frontline staff.  For us, we
are focused on self-select, self-checkout and retail-entertainment technologies
for our Clube Melissa shops.

Babul:

I see plenty of use-cases and tools in the B2C space, and this is completely the
opposite in the B2B space. Customers in this space prefer to email to their
account managers or support for all their issues; they are not very supportive
of social media tools unless they are able to get instant responses; the nature
of issues in the B2B space is such that several parties, internal and external,
need to coordinate their efforts to resolve the issue, so a real-time solution
is not feasible most times. What can help in this space is to understand trends
of issues, the root cause analysis and then driving that to solution(s) which
might remedy those issues; here data mapping and analysis tools along with
real-time dashboards that visualise these to make the whole process more
efficient and precise. 

 

Interested to learn more from these leaders? Join us at The Customer Show
Asia, happening on 29 - 30 March 2023 at the Suntec Convention & Exhibition
Centre, Singapore. The mega-expo will bring together the CX, Digital Experience,
& Marketing community with over 1000 visitors and 90 industry speakers. Download
the agenda to see what you can look forward to for this event!

 

Register to secure your complimentary ticket today!

Register For Free Here

Return to Blog

IN PARTNERSHIP WITH :



CONNECT WITH US



QUESTIONS?

Contact us on +65 6980 6398 or email enquiry@iqpc.com.sg.

 * IQPC Home
 * Privacy Policy
 * Cookie Policy
 * Help



©2023 IQPC. All rights reserved.




UNSUPPORTED BROWSER DETECTED

The browser you are using is not supported that will prevent you from accessing
certain features of the website. We want you to have the best possible
experience. For this you'll need to use a supported browser and upgrade to the
latest version.

GOOGLE CHROME

Get the latest version here.

MOZILLA FIREFOX

Get the latest version here.

APPLE SAFARI

Get the latest version here.

MICROSOFT EDGE

Get the latest version here.

Close Window


By clicking “Accept All Cookies”, you agree to the storing of cookies on your
device to enhance site navigation, analyze site usage, and assist in our
marketing efforts. To learn more about cookies view our Cookie Policy

Cookies Settings Accept All Cookies



PRIVACY PREFERENCE CENTER

When you visit any website, it may store or retrieve information on your
browser, mostly in the form of cookies. This information might be about you,
your preferences or your device and is mostly used to make the site work as you
expect it to. The information does not usually directly identify you, but it can
give you a more personalized web experience. Because we respect your right to
privacy, you can choose not to allow some types of cookies. Click on the
different category headings to find out more and change our default settings.
However, blocking some types of cookies may impact your experience of the site
and the services we are able to offer.
More information
Allow All


MANAGE CONSENT PREFERENCES

STRICTLY NECESSARY COOKIES

Always Active

These cookies are necessary for the website to function and cannot be switched
off in our systems. They are usually only set in response to actions made by you
which amount to a request for services, such as setting your privacy
preferences, logging in or filling in forms. You can set your browser to block
or alert you about these cookies, but some parts of the site will not then work.
These cookies do not store any personally identifiable information.

PERFORMANCE COOKIES

Performance Cookies

These cookies allow us to count visits and traffic sources so we can measure and
improve the performance of our site. They help us to know which pages are the
most and least popular and see how visitors move around the site. All
information these cookies collect is aggregated and therefore anonymous. If you
do not allow these cookies we will not know when you have visited our site, and
will not be able to monitor its performance.

FUNCTIONAL COOKIES

Functional Cookies

These cookies enable the website to provide enhanced functionality and
personalisation. They may be set by us or by third party providers whose
services we have added to our pages. If you do not allow these cookies then some
or all of these services may not function properly.

TARGETING COOKIES

Targeting Cookies

These cookies may be set through our site by our advertising partners. They may
be used by those companies to build a profile of your interests and show you
relevant adverts on other sites. They do not store directly personal
information, but are based on uniquely identifying your browser and internet
device. If you do not allow these cookies, you will experience less targeted
advertising.

Back Button


BACK



Search Icon
Filter Icon

Clear
checkbox label label
Apply Cancel
Consent Leg.Interest
checkbox label label
checkbox label label
checkbox label label

Reject All Confirm My Choices

AddThis Sharing Sidebar
Share to FacebookFacebook
, Number of shares
Share to TwitterTwitterShare to LinkedInLinkedInShare to EmailEmailShare to
PrintPrintMore AddThis Share optionsAddThis
, Number of shares
Hide
Show
Close

AddThis

AddThis Sharing
SHARESFacebookTwitterLinkedInEmailPrintAddThis