Focusing on customer satisfaction is a no-brainer for every organization. But if you truly want to build long-lasting relationships with our customers, we need to humanize our interactions.
Our organizations are obsessed with customer satisfaction. Maybe too obsessed.
It’s pretty clear why, judging from the research. Customers who receive the best experiences spend 140% more than those with who receive the poorest ones. And far from being cost-prohibitive, providing superior customer experience actually reduces the cost of serving customers by as much as 33%. Continue reading →
Today’s consumers increasingly demand customer service on their terms. Maybe it’s time to follow the example of Dutch airline KLM and get more familiar with one of the customer service apps that does it all.
We all know that customers have different preferences for how they want to access customer service. Some want to dial a number while others prefer to type out an email, use an app or visit our website.
Wouldn’t it be great if there was just one app that could accommodate every possible customer-service preference?
In the quest to reduce costs, many organizations are automating customer service functions. But removing the human element from customer service can be bad for business. Here’s why.
I couldn’t believe what I’d just heard.
I was on the exhibition floor at Enterprise Connect Conference in Orlando in March last year, when I overheard a marketing executive proudly announce, “We’re automating 97% of our customer service functions….” Continue reading →