There’s a vast amount of research and special studies that take place looking into what makes a winning customer service experience. Is a winning customer service experience about marketing? Is it a sales process? Is it just about the product? Is it the customer service people involved? What is it that makes customers choose your business over the competition. What makes your customers continue to use you, instead of choosing your competitor?
If you dive into the information available from the successful customer focused companies, there’s one trend that is common between them all. Even though these organization are not limited to one business sector, not one specific industry, there’s one thing that they all share. No, it’s not really a secret. It’s a basic principle that they all agree is fundamental to delivering winning customer service experiences.
It’s about consistency.
The most effective customer experience is a consistent one
Author Michael Gerber calls this key to delivering a winning customer service experience “orchestration”.
“Orchestration is the glue that holds you fast to your customers’ perceptions”.
Think about it from the customer’s point of view. What happens when you deal with organizations that seem to be completely disconnected internally.Organizations that seem to be unorganized. Organizations that create frustrations when they can’t seem to align the various departments that have access to your data. Organizations that have poor workflows for dealing customer support issues. Think of growing disappointment that customers have to deal with when your organization fails to orchestrate or align and deliver a consistent great experience to your customers.
Your customer experience example
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