Experience is everything
Great customer service is the beating heart that pumps vitality, emotion, and energy throughout your business to help deliver a memorable customer experience.
Our purpose in life is to help you to ensure that it ticks over smoothly, to keep your customers delighted, your employees engaged and your business in great financial shape.
Today’s customers are impatient, fickle and increasingly vocal about being forgotten in long phone queues, let down by poor web sites, and misunderstood by disinterested or powerless customer service agents.
In case you don’t think you this could be happening to your business ask yourself a few questions…
Do you really know what your customers expect and the experience they actually get, regardless of the channel?
If a customer has a bad on-line experience and then calls you, do you know and can you adapt your response appropriately?
If customers Tweet about you, either good or bad, do you know?
If on-line customers fail at check-out, do you know? And, as importantly, do you know what the cost is to the business?
What are the danger signs that a customer is about to defect, and can you see them in time?
Can your employees unleash their inner customer at these key moments of truth and do the right thing – for the customer?
Should you always try to WOW and delight your customers or do they simply want an effortless experience? Are the two mutually exclusive?
Addressing these and other questions can help you develop a winning customer service attitude and consistently deliver a great customer experience.
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Learn the 4 key principles for delighting your customers and transforming the fortunes of your organisation
“I recommend anyone who wants to know how to formulate and then implement an effective Customer Experience Strategy to sign up today.”John Busby