What customers actually want, when they need to ask a question...
All companies of the world, I know there are always 'internal reasons' for why we can't give customers a low effort, personalised customer interaction experience, but just think....
Feel free to benchmark against the below, and be honest on how well you treat your customers against the below requirements....
When I want an answer, As a CUSTOMER I want to choose :
1 - The Contact Channel I prefer to use at that moment,
2 - Whether I help my self or talk directly to an agent,
3 - How quickly I would like you to respond to me,
4 - Whether I am happy or unhappy at that moment,
5 - The channel I would like you to get back to me on.
I would like it to be EASY, so :
1 - You should make an effort to know who I am, without creating excessive hurdles to jump through,
2 - Never make me repeat information already provided, or that you should already know,
3 - Have a good idea as to why I am likely to be contacting you,
4 - Give the impression you care, and that I'm important to you,
5 - Give me an answer that is relevant to me as an individual, and my specific requirements and circumstances,
6 - If it's an ongoing situation, make it transparent so I can track progress myself directly 24/7/365,
7 - Finally, I want to give feedback when it suits me, not when you send a survey, and if I want you to act on it, make sure you do.
Agree with you Paul
Managing Director at Accenture - EMEA CMT Salesforce Business Group Lead
9 å¹´The consideration of value from a customer perspective being personalisation, and ease. Not always commercial value being sought anymore
Proven CX Leader | Chief, VP, Director | Customer Experience Strategy, Transformation & Operations | Contact Centres | Omnichannel | Digital | GenAI | CRM | BPO | Global Expertise | Open to explore new Roles- All Regions
9 å¹´Martin, you are correct that they are all so obvious if you put yourself 'in the shoes of a customer'. That's why it is so amazing that so few companies. if indeed any, actually deliver these customer requirements 100% of the time. I think what is stopping it is quite simply a lack of customer representation in the Senior Boardrooms.
Transforming Customer and Brand Insights into Competitive Edge & Sustainable Growth | Helps CEO's, MD's and Marketing Heads in mid-sized companies that struggle to get clarity, confidence and value from insight data
9 å¹´It's interesting how these requirements can be derived from asking oneself how you personally would like to be treated. These set the expectation against which you judge others. They also seem so obvious So what is stopping it happening in real life? And How can people take these and practically make them part of business as usual?
Making every communication matter
9 å¹´A great Pulse article Alex - it clearly demonstrates why Golfbreaks.com have a great reputation! With the power of social media, it's amazing how many businesses are still oblivious to their customer engagement - not to mention how time consuming and costly it is to their business. Further frustrating is the amount of businesses that do not learn from common customer enquiries and preempt future repetition. With CRM systems and review sites now the norm, businesses have never been better informed. Add a customer communications platform like TravelComms and you can then incorporate and schedule specific messaging based on your factual past experience. And hey presto, you've now got technology doing what it should - removing inefficient processes and improving customer experience.