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A new publication from Industry Dive, coming November 6, 2023.
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Updates
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The rule prohibits businesses from buying reviews or testimonials, whether positive or negative, as well as the suppression of reviews.
Fake reviews are a pain for consumers and businesses alike. And now they're coming under fire from the federal government. The Federal Trade Commission has finalized a rule to prohibit the sale or purchase of fake reviews, allowing the agency to seek civil penalties against perpetrators. "Fake reviews not only waste people’s time and money, but also pollute the marketplace and divert business away from honest competitors,” FTC Chair Lina Khan said in a prepared statement. “By strengthening the FTC’s toolkit to fight deceptive advertising, the final rule will protect Americans from getting cheated, put businesses that unlawfully game the system on notice, and promote markets that are fair, honest, and competitive.” More at CX Dive: https://lnkd.in/eKCSyvdi
FTC finalizes rule to prohibit sale or purchase of fake reviews
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The IOC credits a new customer data platform, created in unison with Deloitte, for its digital engagement gains. “Now with the CDP that we developed, we have concrete data we can analyze,” the IOC's Leandro Larrosa said during a panel Wednesday. “One important thing we have done is this segmentation of our audience. So now we know why people connect to us.”
How does CX apply to the Olympics, you ask? The 2024 Olympic Games blew its digital engagement targets out of the water in the first week of the Paris games, and the International Olympic Committee – IOC credits a new customer data platform for the digital transformation. The customer data platform, created in unison with Deloitte, allows the IOC to segment audiences and personalize content. “When I give you a personalized experience, you engage more,” Deloitte's Michelle McGuire Christian told me. The numbers back it up. The IOC registered 32 million fans in its database and achieved 8.5 billion social media engagements in the first week alone. More at CX Dive: https://lnkd.in/ewhvYfRf
To boost Olympics engagement, the IOC turned to a customer data platform
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As the Americans with Disabilities Act turns 34, CX leaders are uniquely positioned to make accessibility a priority. “CX plays a critical role in getting accessibility in the conversation that your executives are having and really generating some momentum for it,” Gina Calcaterra Bhawalkar of Forrester told CX Dive.
34 years ago, Congress passed the Americans with Disabilities Act, a landmark piece of legislation that prohibited discrimination on the basis of disability and required equal access to services and products, among other things. But the legislation never considered smartphones, AI or automation in a digital era. And as technological advancements have shaped how businesses serve customers, accessibility hasn’t always been top of mind. “The limitation of the ADA is that it was based on the best-available technology,” Chris Soukup, CEO of Communication Service for the Deaf (CSD), told me. “I think that the challenge is sometimes that the innovation moves so fast that people get left out.” Not only does Congress need to update the ADA for the current state of business and customer experience, but companies need to see the business case for serving deaf and disabled customers. More at CX Dive: https://lnkd.in/es5TZ6S4
As the ADA turns 34, technology risks leaving customer service accessibility behind
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CX Dive reposted this
Southwest Airlines will begin assigning seats to fliers in 2025, and plans to introduce a ticket option for seating with more legroom. The airline is stepping back from an open seating policy that had been in place since the company's founding. However, internal studies found that fliers prefer assigned seating, and open seating was the top reason for customers to leave Southwest in favor of rival airlines. “It’s clear that the open seating model that served us well for so many years is no longer optimal for today’s customer,” President and CEO Bob Jordan said on a Q2 2024 earnings call. CX Dive looked into the reasons behind the change, and how Southwest's actions reflect what others are doing in the airline industry. https://lnkd.in/eeKdxQCc
Southwest, citing customer preference, bids farewell to open seating
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Budget pressure and certain CX benefits make offshoring attractive, but data security and legislative concerns mean the move isn’t without risk.
Call centers facing budget cuts, while Senate Democrats introduced a bill last month that would discourage companies from moving customer service operations overseas. Offshoring is top-of-mind right now, both for its benefits and potential downsides. CX Dive spoke to several experts about the considerations that move the needle on outsourcing decisions. The implications are varied, and the move has considerations ranging from customer service advantages to data best practices. Offshoring isn't a silver bullet, but it's a topic that is bound to continue garnering attention. “The truth is when the economy goes down, contact centers get their budgets cut,” Forrester's Max Ball said. “So, to the extent the economy has been going down, they’re going to be doing more offshoring because it’s cheaper.” https://lnkd.in/epk5hmt2
For call centers, cost cuts still fuel the offshoring allure
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Stay tuned for Bryan Wassel's coverage of Customer Contact Week this week.
I’m attending Customer Contact Week in Las Vegas to keep my finger on the pulse of the ever-evolving call center. Keep an eye out for my coverage live from the event, as well as continued coverage in the coming weeks. One theme that is standing out to me is how the nature of call center work has changed over the past five years. The massive growth of remote workers has changed the relationship between agents and managers, which can lead to employees feeling isolated — and cause them to deliver worse care as a result. Now, more than ever, it’s important for managers and other leaders to listen to and connect with their frontline teams. I’ll be reporting on what I’ve learned on this subject at CCW later this week, but in the meantime, you can take a look at how CX Dive has covered this important topic in the past. https://lnkd.in/e8SJzCJW
Back to CX basics: Why employee experience matters, too
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This story started with a simple question: How do the constant requests for tips affect customer experience with a brand? As Sara Hanson, associate professor of marketing at the University of Richmond - Robins School of Business, explains it, platform providers like Square and Clover provide their point-of-sale systems with high tip defaults to businesses, and they don’t really consider consumer sentiment and how it will affect their relationship with the business later on. “As defaults go up, people might tip more, but they feel worse,” Hanson says. “There’s lower loyalty.”
Tip on a Botox injection? Tip on an online order for floor tiles? Consumers are being asked to tip more often and for more services than they were in the past. And it’s leaving them with a bad taste in their mouths. Check out my story for CX Dive: https://lnkd.in/gn3ah8j5
‘They feel like they got tricked’: How tipping requests can hurt customer relationships
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Promise of complex work alone won’t reassure concerned workers, but proper training and support can help agents embrace an AI-driven future, CCW Digital analysts said last week.
Leaders expect generative AI to let agents focus on more complex work, rather than replace them altogether, but this fact alone isn't enough to comfort employees who are concerned that their jobs are on the line. It's up to managers and other leaders to help agents understand the benefits AI will offer them beyond the buzzwords associated with the technology. This means providing education, training and support for their changing roles. “Until everyone understands the true benefits [of AI], how it’s going to impact their experience and how they can use it to the best of their ability, it’s just not going to be successful,” CCW Digital's Brooke Lynch said during a webinar CX Dive attended last week. This includes showing agents how being creative and empathetic is important to their role, according to CCW Digital's Brian Cantor. Agents who think their job is to read off a script will feel like AI can easily take their job.
How leaders can reassure agents in the AI-powered contact center
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The budget airlines eliminated change fees in an effort to offer customers greater flexibility and keep up with competition.
Spirit Airlines and Frontier Airlines are making changes to their policies of charging customers often-hefty fees for making changes to flights. Spirit eliminated change and cancelation fees for all tickets, while Frontier eliminated change fees for most fares last Friday. The two budget airlines are known for cheap tickets offering bare-bones services with add-ons costing more. So why eliminate change fees? It's an effort to stay competitive with legacy airlines, experts told CX Dive. Low-cost carriers are looking to offer customers flexibility. “When it comes to low-cost carriers, they’re competing for that same clientele, and so they’ve got to be super aggressive,” Katy Nastro of Going, told me. “It really is keeping up with the Joneses mentality.” The elimination of change and cancelation fees are an attempt to “appeal to a wider range of customers and remove some of the barriers that might prevent some travelers from flying with Spirit and Frontier,” Sean Cudahy of The Points Guy, told CX Dive. https://lnkd.in/eeU6wBbK
Spirit, Frontier eliminate change fees to compete with legacy carriers
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