QR codes and your marketing

qrcode

This may strike you as way off the normal “Caller Experience” blog, and well, I’d have to agree.
But I had a couple of experiences with QR codes lately, and I wanted to share these with you.
Recently I was asked:
Chester,
You are very techy and try to implement good new technology…what is your take on QR Codes?
With QR codes, there are a couple of things to think about.
Number 1 thing: Some times people forget that a QR code will viewed on a mobile handset. But in forgetting that, they send the QR code link to a location that would be more suited for desktop browsing. (the only exception to that thought that I know of is that the iPad 2 can scan QR codes)
So if you’re picturing putting one on your business card, for instance, think carefully about where that link should send the viewer. Sending mobile browser users to your main “desktop” website home page probably isn’t going to provide them any value.
Sending them to a special mobile version of your contact page, that allows them to import your contact information into their phone in one click would be extremely valueable!
QR codes aren’t “magic sauce”, they’re simply another tool that I believe will become more prevelant and understood.
And along the way, we’ll run into some really terrible uses that people come up with! Like the mailer I got yesterday from a car dealer. The QR code was supposed to go to http://cardealer’swebsite.com, but instead it went to http://cardealerswebsite/.
Without the “.com” on the end, that’s a mal-formed URL, and when you scan the QR code, you either get a Page Cannot Be Found error, or a search engine result trying to find cardealer’swebsite! A terrible, terrible QR code implementation!
And secondly, why, oh WHY would I want to browse the regular “desktop” version of their website on my mobile phone? It could have taken me to some specific landing page that tied in with the contest mailer they sent, instead of dumping me off into never-never land of their home page, hoping I’d be interested in finding my way around their site on my mobile phone!)
Ok, here’s another example: (hopefully a good one this time!)
I’m writing a book about the Caller Experience. And while I’ll probably publish it as an e-book, I also think there is something of value by publishing an actual bound book.  The thing is, a lot of the examples I write about in the book are audio or video clips that I want people to hear or watch!
So, whenever I write about an audio or video clip, I put a QR code right there in the book beside what I’m talking about. Readers can whip out there mobile phone, scan the QR, and it will automatically playing the audio or video right on their smart phone! (they don’t even have to click a button…it just starts playing!)
As the reader is holding the book, reading that information, and I’ve made it interactive by using QR codes! (And, I personally think it’s a pretty neat way to use QR codes!)

With QR codes, as with any other customer interaction, a little bit of thought, from the customer’s perspective, is what’s critical to either success or failure!



10 Rules of Automated Attendants (part 1 of 10)

Have you ever wondered who thought of writing the Auto-Attendant you are listening to when you call a company?

How many times have you been frustrated by the options?

How often have you thought “they sure weren’t thinking of me when they designed this thing?”

One of the things that has always puzzled me is the fact that there seems to be an unspoken rule that Auto-Attendant messages have to be frustrating! I mean, that’s the majority of experiences out there, right?

Well guess what…we’ve done the research, and there is no such rule. Not a one!

In fact, just the opposite. The same rules that apply to good writing, also apply to crafting a good Auto-Attendant, and giving your callers a great Caller Experience.

Recently Melanie Polkosky wrote an article where she applies the top 10 rules of good writing to Auto-Attendant scripting.

Today I’m starting a series covering each of these rules in detail. But first let’s see what Melanie has to say:

1. Never open with platitudes: It only signals antagonism for the listener to utter something as trite as, Please listen carefully as our options have changed. The listener is more apt to roll his eyes in exasperation and stop listening altogether. It creates atmosphere for your interaction, no more positive than a book that begins, “It was a dark and stormy night.”

Have you ever been calling a company for years, and heard this same message for years? Of course you have! But it’s rather insulting to your caller. As if they WEREN’T listening carefully? “Listen carefully” as opposed to just doodling while I am talking?

It’s ok to change the options. But do you think callers really have memorized your phone tree options?

You might say “but our callers are power users. They know exactly what they want, and jump to that option without hearing the message.”

But think about it for a minute. Your power users  aren’t going to listen to it because they’re going to just jump ahead like they always do. And if they do get to the wrong menu, they know how to back up (you do have the “*” key as your universal “Go Back” key, right?), and they’ll listen to the menu.

But the callers who are not power users don’t need to know that the menu has changed!

Just leave it off the greeting, and you’ll have a more simple, brief, and pleasing main greeting!



Interviewed by Dave Young of BrandingBlog fame

Dave Young of BrandingBlog asked if he could interview me for his BrandingBlog Radio series, and the interview just went “live” at his blog.

Dave is a partner at the Wizard of Ads marketing firm. He really knows marketing strategy inside and out, and focuses on helping small to medium businesses grow their market share exponentially. (He’s also a Google Analytics genius!)

You can tune into the interview on Dave’s blog, at http://www.brandingblog.com/2011/07/brandingblog-radio-on-hold-messages-with-chester-hull-of-prosoundusa/

I was delighted to talk with Dave, and discuss some of the ways Prosound is helping businesses transform their Caller Experience.

Listen to the podcast from BrandingBlog.com, or subscribe in iTunes.



Connecting with Interest

When you answer the phone for your company, make an extra effort to Connect with Interest.

Because the caller can’t see you, it’s even more important to convey the cues to them that you are glad they called, and are ready to help them.

Answer with a question mark at the end of your greeting…you voice going up slightly at the end…inviting the caller to say the next thing. You can do that whether you say “Hello?”, “How may I help you?”, or answer with your name, as in “This is Chester?” Later on we’re going to get into how to choose what you say when you answer the phone. Just remember that you want to invite the caller to participate with you in the conversation. Make them feel welcome.

 



Is it the wait they hate?

Waiting is an inevitable fact of life. Online, in line, and on the phone, waiting would appear to be despised by all customers. So your goal should be to remove the wait, right?

Not so fast.

New research from Ryan W. Buell and Michael I. Norton at the Harvard Business Review shows that customers who wait actually report a better overall experience when they see progress in their wait.

In one experiment, the majority of people preferred a slower experience when they could see the work being done on their behalf!

Twitter is full of people complaining about being On-Hold with companies:

Sedric_RT: been on hold for 40 mins!!!

priteshpatel9: And on top of that…..on hold for 14 mins and counting.

SimmiSweet: Omg how long are u gonna keep me on hold ??

Tsgjd@lafinguy it can always be worse. They should have a status page somewhere so we no not to bother to call and wait on hold.

harmonyjoyyy: *music stops* Thank you for holding. I know it sounds like someone is about to pick up, but nope. You’re still on hold. *music continues*

So what if you focused on crafting a better caller experience? Not saying you shouldn’t evaluate why people are being put On-Hold. It’s just that there is no way to handle every call all the time, with no transfers, or no wait time.

So rather than aiming for the unrealistic goal of eliminating On-Hold time, implement a two-pronged approach:

1. Evaluate why people are On-Hold, and determine if you can lower that by reviewing your business processes, and empowering your front-line people.

2. Create an experience for those people that DO have to be On-Hold, that informs them of your progress, and shows them some of the work going on behind the scenes.

In the end, you may well have happier customers. And customers that are more likely to recommend your company to their friends!



Great Customer Service doesn’t just happen

I started to call this blog post “Great Customer Service doesn’t just happen face-t0-face.” And while that’s true, it really doesn’t “just happen“.

Without thought, planning, strategy, and implementation, great customer service will be hit or miss at best.

Have you ever read reviews of hotels or resorts on travel sites? Why are they so widely differing so many times?

When it comes down to it, each individual customer interaction is a representative of the company, and it only takes one or two negative employees to make a really unhappy customer!

Great customer service training should be an ongoing process for you and your staff.

And in practicing what I preach, we’re heading to Atlanta next week for training from the Resource Center for Customer Service Professionals. The class is “IVR Design – Streamlining the Customer Experience“. It dives into the science and psychology of how humans interact with phone systems, and how to make give your customers a better Caller Experience.

We’ll be talking about things like:

  • Why telephone self-service is not going away (and why you’ll be glad!)
  • Ten steps to a successful IVR
  • Human factors, ergonomics, and usability
  • Designing the way your customer thinks
  • Avoiding common menu scripting pitfalls
  • Monitoring, Testing, & Tuning

…and a whole lot more! (It’s two days of solid training, after all!)

Because your phone is one individual customer interaction point that has a huge impact on how your customers and prospects perceive your company!

Have you thought about what your current Caller Experience is right now?

If you want to know how your customers feel about calling your business to do business with you, use our Caller Evaluation service to get an “outside the bottle” perspective.

Because it’s hard to read the label from inside the bottle…or inside the phone system!



VoIP in easy terms

Have you wondered about VoIP?

What is it, and why should you care?

Here’s about the most clear explanation I’ve read…

From Midwest Computech:

How it Works
The foundation of the VOIP system is the internet, of course. Anywhere with high speed internet, VOIP can be used (dial-up need not apply). Structured on an internet protocol and packet system, the phones convert sounds into a digital format recognized by the receiving computers and transmit the contents across the internet to the next location. While quite a simplistic definition, the idea is that, instead of being tied to the physical locations determined by phone companies, VOIP uses computer internet relays to route calls. read more…

Does your company use a VoIP phone system? What do you like about it? What do you hate about it?

Let us know in the comments!



Virginia National Bank chooses a brand new Caller Experience

We are very excited to be transforming the caller experience for Virginia National Bank throughout Virginia with a new Custom On-Hold message! Virginia National Bank is a true community bank, meeting the needs of the communities it serves, and sharing in it’s growth.

VNB opened in Charlottesville, Virginia in 1998 with more than 900 local shareholders. Their mission has always been to provide great personal service, local access to decision makers, and continuity in your relationship.
The people at VNB really do know you by name, and work hard to make your banking relationship with them a great one! At VNB, it really is “all about people, and always will be.”
Virginia National Bank also believes in supporting local nonprofit organizations– organizations that serve as advocates for those whose needs could easily be overlooked.

VNB was playing generic, built-in music that came with their phone system to callers who had to be On-Hold. Through understanding what their goals were for phone interactions, we were able to design a custom On-Hold solution that carries the VNB message to their customers…unifying the contact points across VNB with the same messaging.

Virginia National Bank also uses the On-Hold message to highlight community involvment and activities they sponsor, like the Charlottesville 10 Miler, and other arts and crafts events.

Prosound has used the customer’s time On-Hold to extend the warm, caring experience of Virginia National Bank to each caller.

[youtube width=”485″ height=”300″]http://www.youtube.com/watch?v=SP6prZG9hI0[/youtube]



FedEx “gets” telephone customer service

I’m trying to call FedEx to schedule a pickup, and while they provide their number on the website, I found that it was a link.

When I clicked on it, I was presented with this page:

A visual representation of what options are available, and where they will take you. Along with what you can say to get you there.

What a fantastic way to help your customers navigate through your phone system!

This is SO much more elegant then forcing your callers to listen to: “Please listen carefully as our menu options have recently changed…”

Not only that, but if you decide to try to use the Online service, instead of the phone, they provide a link to the service you are calling about…the link takes you directly to the correct place on their site!

FedEx “get’s” it when it comes to integrating their phone system with their website. A visual representation of what options are available, and where they will take you. Along with what you can say to get you there.

Kudo’s to FedEx!



Your Brain is a Mountain Lion Eating Bags of Money

Or: “The 5 Weirdest Ways Music can mess with your Mind”

But the title got you here, didn’t it? And music works kinda the same way. Distracting you from what you are doing…causing your brain to focus on something else.

It’s especially useful when you’re not doing anything important…like waiting On-Hold or waiting in line. And it’s at that exact moment that retailers, banks, and doctors offices want to distract you from realizing that you’re waiting.

Cracked.com has a recent article in which they explore the 5 weirdest ways music messes with your mind. (Cracked.com…the newest scientific journal, right?)

But seriously, check this out:

#5 It Changes Your Ability to Perceive Time

Hold music — the stuff you hear on the line when you call everyone from the bank to your local bail bond agency — didn’t fall into America’s phone lines by accident. It’s designed specifically to reduce the amount of time you think you’re waiting, so that you’re less likely to hang up in anger. Other places that involve waiting, such as doctors’ offices, use a similar trick. Time shrinkage is also the aim of most retail stores, which is why you’ll rarely enter a mall, supermarket or clothing store without hearing some sort of music in the background.

To understand why exactly music makes it seem like less time has passed, think of the human brain as a mountain lion that is eating a bag of money. It doesn’t matter what the zookeepers distract it with — food, shiny objects or just shouting and yelling. All that matters is that they give another zookeeper the chance to sneak up and retrieve the money while the lion is busy deciding which one of them to eat.

Similarly, when your brain is steadily distracted, you’ll be less likely to notice things around you in detail, and this includes the passage of time. Our brains have limited input capacity, and when something else is using up that capacity, we’re less likely to think things like, “I’ve been standing in line to get Richard Moll’s autograph for three goddamn hours” or “Do I really need this Garfield alarm clock?”

But be careful what you choose for your On-Hold music…

…it can quickly backfire!

In some situations, listening to music can actually expand perceived time. For example, listening to music while performing tasks that require concentration will usually cause us to overestimate the amount of time that has passed. The theory is that as your mind switches back and forth between perception of the music and concentration on the challenging tasks, it forms separate “events,” or distinct memories. When your brain thinks about what you’ve been doing for the past hour, you’ll remember more of these events and recall that the hour was quite long.

Experiments have found that time also expands when we’re listening to familiar music that we dislike.

When we hear the opening chords of a song, our brain remembers the whole thing and immediately skips ahead and plays it mentally. This fake mind-music is extremely vivid, working on exactly the same parts of the brain as actual music does. So the effect is that you take a few moments to vividly imagine that you’re sitting through five minutes of that damn New Radicals song before you come back to reality only to realize that you still actually have to sit through it.

Very cool stuff…that music. But if you want to know the rest, like how it taps into our primal fears, makes us stronger, changes your drinking habits, and makes you a better communicator, your going to have to read more at Cracked.com: http://www.cracked.com/article_19006_the-5-weirdest-ways-music-can-mess-with-human-brain.html#ixzz1Glz95EqJ

We, after all, aren’t interested in making your customers stronger…unless of course you are a gym. Then we need to talk. We’ve got this great soundtrack to play On-Hold…