If brands are to stake their claims on customer loyalty – and attract more consumers through excellent customer service – it is vital that they understand who has responsibility for delivering second to none customer experiences.
Companies everywhere are facing growing pressures to put customer experience at the heart of their businesses.
The January spike is a key time for retaining old, and gaining new customers; and getting customer communications right could pay dividends when it comes to boosting customer loyalty and, ultimately, your bottom line.
Messenger – an instant and direct way of communicating with customers, anytime, anywhere – gives brands an opportunity to engage with them on a personal level, and in a sophisticated way.
Contact centre agents are on the frontline of customer service, acting as ambassadors for a brand. Having the right people and processes in place to handle customers is arguably the most important thing a business can do to get ahead and follow best practice.
Messenger is set to be the next big thing in the digital transformation of customer experience. Using platforms such as Facebook Messenger or Whatsapp allows brands to interact with customers in the same way they do with their friends.
In an era of fierce competition and highly empowered consumers, experience today equates to ‘brand’. Improvements in the experience track through to the bottom line and ultimately customer acquisition and retention.
Richard Elwell, Vice President Solution Architecture at Firstsource Solutions, looks at how and why the telecommunications industry should embrace a new approach to customer experience
With so much riding on complaints, what do you need to do to ensure that a customer’s experience has a positive rather than a negative impact on your business?
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