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unit 8 customer service

​unit 8 discussion 2 书面讨论

1、unit 8 customer service: discussion 2 you are a senior business consultant working in the field for 30 years. now you are going to give a lecture at a training programme for senior managers and share your experience of improving companies' customer service. please give as many principles and strategies that you could think of as possible. pre-discussion reading for discussion 2: http://www.smartcustomerservice.com/columns/expert-advice/seven-important-contact-center-principles-131518.aspx seven important contact center principles after 30 years of consulting with contact centers, i thought i would share a number of learnings that would be helpful for you to think about when deciding to make changes to improve the customer experiences you provide. here are seven of them: 1. keep it simple. a few years ago, i heard sally mcmahon, vice president of channel management at siriusxm, speak at a conference on customer experience. as a veteran contact center executive, sally knows that keeping it simple still works, even in this environment of multichannel communication. her staff actually named her passion, "keep it sally." if a customer had a problem that was not resolved, sirius had a button on its website that said, "unresolved." it wasn't frequently used, but it made it easy for the customer to get immediate attention and allowed sirius to assign a higher priority to its resolution team. making it easy and effortless to resolve issues that weren't fixed during the first inquiry should be important foundations of any service delivery. 2. don't make customers go through hoops to speak to a live agent. before the era of self-service, customers would frequently need to listen to four or five menu options to reach a live operator. that was frustrating, but it was a reasonable use of technology and call distribution. it made sense to try and route customers to the right department to handle their specific issues. it's like journeying through a haunted house with no doors. why? i don't understand. if customers are taking the time to call a company, there is a reason. they cannot find answers to their questions themselves. making it impossible to reach a human to get help, and that's often how it feels, is leaving the customer vulnerable to your competition. if the customer is a prospect, and all customers potentially are, making anything difficult doesn't make sense. it's as if a company had a sign hanging in a brick-and -mortar store that read, "we are closed, even when we are open." that's what a customer feels when he can't reach a live agent. 3. customers are fickle. customers are less and less loyal and quick to change brands if not satisfied. accenture consulting named this the switching economy. customers have more options than ever. this, coupled with a customer's propensity to change from one company to another, sets up a dangerous platform where customers can jump. loyalty is strongest when it's created and built between two people. if companies can figure out how to generate loyalty person-to-person, either by phone, text, or a face-to-face encounter, the chances of consumers remaining with them will increase. 4. respond in the customer's channel of choice. when consumers post a question or a complaint on a company's social media site, it is no longer acceptable to ask her to call your company instead of responding to her right then and there. consumers expect a response in the same channel where the question was posted. if your company has a presence on facebook, twitter, or instagram, you are automatically inviting consumers to interact with you on those channels. companies truly need to respond; that's the definition of interaction. 5. personalize the encounter. consumers want to feel that their business is appreciated, and they desire a customized experience. an interesting note is that the demographic with the highest percentage of people willing to pay more for better customer service is the millennial cohort. that information is golden and should be both an opportunity and wake-up call for anyone who thinks the desire for personalized service has disappeared in our technological age. in the retail space, even millennials say their best and most lasting memories happen in physical stores, not online. that's no surprise to me. 6. know the customer's loyalty history. use technology to your advantage. it is critical to know if a customer is new to your company or has a long history with your company. coupling automation with a human connection provides your front-line associates with the tools to target their loyalty messages. first-time purchasers should feel especially welcomed and loyal consumers appreciated. no one likes to have his business taken for granted. multichannel communication makes this task more challenging, making it even more important to figure out how to do it right. 7. demonstrate the value of the contact center. some changes are simple: hire people who innately understand the importance of smiling and how to actively listen and respond to customers to build and create relationships. this process should be part of any standard training. there are, however, customer experience enhancements that require large funding. numbers will do the selling for you.

unit 8 discussion 1 书面讨论

1、unit 8 customer service: discussion 1 would you give an example of companies doing well in using empathy engine to train their customer service employees?

unit 2 marketing

unit 2 marketing: discussion 1

1、unit 2 marketing: discussion 1 is jan phillips' idea about rolling out a low-cal fruit sorbet a good idea?

unit 2 marketing: discussion 2

1、unit 2 marketing: discussion 2 evaluate what is happening in the beverage market, especially regarding the apparent leveling off of carbonated drinks sales and the possibilities for growth of the juice market. think about the current situation of coca-cola. is developing new healthy juice drinks a good idea for coca-cola? would it be better to use the coca-cola brand name or a different brand name? what else, if anything would need to be different about the strategy?

unit 7 e-commerce

unit 7 e-commerce: discussion 1

1、unit 7 e-commerce: discussion 1 can you retell something that sets these two companies apart? or according to your point of view, which difference is vital?

unit 7 e-commerce: discussion 2

1、unit 7 e-commerce: discussion 2 nowadays, it's easy for us to find examples of the online shopping boom. why were people reluctant to shop online in the past? who is the victim of the online shopping boom? and why？ have you ever had the experience of buying counterfeit goods? how do you think to take other steps to limit fraudulent listings? can you give us an example to illustrate your point of view? pre-discussion reading for discussion 2: source：http://www.cnbc.com/2014/09/18/alibaba-amazon-and-ebay-fight-counterfeit-goods.html can alibaba knock out knockoffs? although alibaba group has been cracking down on vendors using its online marketplaces to sell counterfeit goods, consumers aren’t likely to be any safer after the company’s initial public offering. counterfeiters are finding new ways of moving their goods. brand protection firms, which hunt down fake versions of clients’ products online, say alibaba group has made big strides in recent years to change the reputation of its platforms—which include alibaba, taobao, tmall and aliexpress—as hubs for counterfeit goods. “there’s no doubt in my mind that they are concerned, that they need to be seen as cleaning up their act,” said haydn simpson, head of brand protection at netnames global. alibaba group did not respond to requests for comment, but the company’s form f-1 filed with the securities and exchange commission earlier this year noted among its risk factors the possibility of lawsuits or other scrutiny over listings for pirated or counterfeit goods. read more: cramer: will alibaba kill bull or feed it? in late 2012, the office of the united states trade representative removed taobao from its list of “notorious markets,” saying the site had significantly decreased sales of infringing products—an effort that has continued. a report alibaba group filed with the office earlier this year said taobao had removed 114 million suspect listings in the first nine months of 2013. over the past year, the company has announced cooperative agreements with companies including louis vuitton, and such groups as the international anticounterfeiting coalition, the china-britain business council and the korean intellectual property council, to identify and delist infringing items. “alibaba’s approach is very progressive, and getting better every day,” said greg miller, president of brand protection for opsec security. the investigation processes for complaints has speeded up, reducing typical response time from a week to a matter of days, he said. read more: on alibaba, being an american business has its advantages experts say it’s unlikely, however, that the measures will be enough. “it is an ever-evolving game,” miller said. “the counterfeiters are quite creative in their approach.” even with alibaba group’s escalating efforts, some netnames global clients still estimate that as much as 80 percent of the taobao listings mentioning their brand are fakes, simpson said. part of the difficulty for alibaba group in particular is scale, with more listings on their sites than both amazon and ebay—which themselves are still battling counterfeit listings. “i have some sympathy for the alibaba group as to how they would police that,” simpson said. lynda talgo, vice president of global managed marketplaces at ebay, said the site’s technology has helped it cut incidence of fraud in half over the past seven years. algorithms to spot fraud prevent many fraudulent listings from going up, she said, and having some $55 billion in site transactions covered under the “ebay money back guarantee” offers added incentive to quickly remove any that do get through. “we’ve got significant investment and infrastructure and multiple level of protection,” she said. read more: four-star fund manager passes on alibaba ipo amazon, which did not respond to requests for comment, also offers an “a-to-z customer guarantee” on purchases made through third-party sellers. although violators generally face suspensions or blocks, sellers thwarted on one infringing listing will usually simply make another, getting around site protections by creating a new account. “it is like whac-a-mole,” said damian croker, chief executive of brandstrike limited. complicating matters, counterfeiters are also increasingly expanding beyond brands’ reach. “the growing issue these days is not so much ebay and amazon, but facebook and other social media sites, ” croker said. “on there, people are offering product for sale, and it’s much harder to monitor, much harder to find.” read more: alibaba won’t pull page from facebook ipo, but is it safe? experts say alibaba group and other marketplaces can take other steps to limit fraudulent listings, namely, adjusting software to automatically flag for investigation listings with certain key words (say, “replica” or frequently faked brands like chanel or rolex). “the question and the challenge is, where do you draw the line?” simpson said. “they wouldn’t want to cannibalize their own marketplace by removing tens of thousands of listings every day.” companies are also hopeful for better coordination with marketplaces to flag and remove infringing listings. currently, different sites have different processes and require different proofs. “the only efficient way to do it is to work collaboratively with the brands,” said bob barchiesi, president of the international anticounterfeiting coalition. “the brands are the experts on what to look for when it comes to counterfeit goods.”