Additional Content Download
Topics covered include:
- Enhancing the online experience
- Does your brand have a personality disorder?
- Where's the business benefit?
Contrary to common belief and practice, it is not about addressing an issue affecting a customer. It is about resolving an issue affecting a customer.
Information regarding what went wrong and why it went wrong is important insofar as it can help the agent diagnose and remedy the situation. It should not, however, play any role in transforming or defining an agent’s commitment to providing resolution.
With $41 billion of revenue being transferred between companies in the US every year and £12 billion in the UK, our research emphasizes just how much influence customers have on a business’s success. On average, nearly half of consumers (48%) are taking their business elsewhere because they’re not satisfied with the service they’re experiencing. Even more worryingly, many believe that the process of resolving issues is so cumbersome that they will switch without even attempting to make contact.
This complimentary report reveals why customers are switching providers – and what you must do to keep them engaged, satisfied and loyal. Other topics include:
- Call center vs. Social Media - Which channel do customers really prefer?
- Why do callers hate telephone support? Why do they love it?
- Are customers of a certain age more likely to switch? What about those from a certain country?
- What determines whether a customer leaves a support interaction with happiness or anger?
Even the slowest of adopters have realized that multi-channel customer management is here to stay. While most organizations have multiple channels of communication, and almost every organization aspires to true multi-channel service, very few are doing so effectively. Instead of a seamless experience, these organizations are providing a disconnected experience.
If businesses are not customer-centric, they will lose customers. If agents are not properly trained and empowered, they will ruin customer service interactions. If customer service policies are not flexible and versatile, they will anger customers.
While a negative approach helps articulate the stakes of poor customer service interactions, it does not emphasize the benefit of customer-centric ones.
Customers do not simply have to take you at your word. Each interaction is an opportunity to vividly demonstrate your commitment to the customer. Each interaction is an opportunity to prove that your rhetoric is not a hollow attempt at brand marketing but an honest articulation of corporate philosophy.
Given the ease with which today’s businesses can collect, store and analyze performance metrics, organizations have little reason to refrain from measuring as many as possible. Because business environments change, data that seems unimportant in the short term can prove critical in the future. If cost and operational efficiency are not at stake, why choose to be sorry when you can be safe?