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Will Roche
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Author - Frank Wilson and the Twelve Apostles
Author - Frank Wilson and the Twelve Apostles

23 followers
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80% of your future profits come from your existing customers and...
86% of customers stop doing business with a company after one bad experience your 'home appliances' and 'consumer electronics' business is no different.

What does your customer do when the home appliance breaks down?

1) Tries to search for the fix on the internet  esp. YouTube
2) Shares with friends n family on Social Networks
3) Tries to find the Knowledgebase on your website on her mobile
4) Tries to locate your LIVE Chat support
5) Tries to find your contact information
6) Drops you an email 
7) Calls your call center 
8) Never wants to repeat her story

Customers hate calling call centers - still the majority ends up frustrating themselves and you on your your call center - this happens when you don’t have a cross-channel service center that spans across all the channels and devices through the customer journey, forcing the customers to repeat their painful story each time they interact with you on a channel - this becomes alarming when you realize that 75% of customers try to contact you via 3 or more of these channels.

Introducing Oracle Service Cloud for Consumer Electronics & Home Appliances - a cloud-based service center that spans across the channels, devices, service centers, customer locations and integrates to your on-prem ERP.

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The Cure For Out Of Stocks
Let’s start with the “disease”! Once deemed incurable and
just treatable, out of stocks and overstocks for retailers have always been a
big hairy problem. If you do not have the right mix of product or specifically
the style, size and color as in the case o...

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