Part I - Solving the Bad Customer Experiences and Classifying...

Part I - Solving the Bad Customer Experiences and Classifying Customer Service solution impact

Situations:

1. Putting Customers on Hold for too Long

How to solve it:

How to classify it in terms of value/cost matrix:

1. Using Negative Language

How to solve it:

How to classify it in terms of value/cost matrix:

1. Transferring Callers Again and Again

How to solve it:

How to classify it in terms of value/cost matrix:

1. Agents/Sellers Offer No Empathy

How to solve it:

How to classify it in terms of value/cost matrix:

1. Directing Customers to the Website

How to solve it:

How to classify it in terms of value/cost matrix:

7. Rude Behavior and Bad Attitudes

How to solve it:

How to classify it in terms of value/cost matrix:

Part II - Case Study H&M

In 2018, the Store H&M launched their interactive mirror in stores, surprising the customer experience. Visit the link below to know more about it or read the description of this innovative proposition below:

Video Link: Visual Art INNOVATION - H&M Voice Interactive Mirror - YouTube

A new tech solution, H&M Voice Interactive Mirror, is now running live in the worlds' largest H&M Flagship store at Times Square, NYC. Together with Microsoft, H&M and Ombori, Visual Art has developed a customer experience totally based on voice and face recognition - this technique gives the mirror power to answer to the customers' demand. It is a kind solution, exclusively found in this store.

The" smart mirror" interacts with the customer by voice and Face recognition and gives him or her an opportunity to take a Cover-selfie, which then is displayed as a unique, digital" My" H&M cover. One can also experience Fashion Inspiration: Here, the mirror gives outfit suggestions which the customer can choose to buy right away.

All the mirror shopping comes with a special mirror discount, when the customer also signs up for H&M's newsletter - this is easily done by scanning a QR code that leads to H&M Online.

Since the mirror is driven by Voice & Face recognition, this technique along with the QR codes are central parts of the mirrors' ecosystem. It creates an up-to-date customer experience and blurs the distinctions between the physical store and online shopping.

The mirror shows terrific numbers: Each day, several covers are made, and customers gets inspired by the outfits. And the conversion rate is remarkable: 86% of all the selfie takers also scanned the QR code, and 10 % of all the scanned QR codes has turned into a newsletter subscriber (Visual Art, 2018) [1].

Based on Chapter 2 and the H&M Case above, answer:

1. This is an Expected Customer Service or an Augmented Customer Service? Why?
2. How do you classify the Customer Services according to the Cost of Offering the Customer Service and Value of the Customer Service to the Shopper?
3. What are the pros and cons of this strategy?