Designing a Great Customer Experience in the Age of Irrational Customers
Recently we've seen a lot of interest in the emotional aspects of customer experience by some of the smartest practitioners we know -- chief customer officers. There’s a reason for this. Recent advances in the behavioral sciences now give us a better understanding of how people make decisions, experience pain and pleasure, and recall their experiences. So how should companies change their approach to customer experience in response to this new insight?
Having to deal with angry customers, strict work schedules, penny-pinching upper management, and super high expectations are just some of the things that can make it the call center is one of the world’s toughest work environments. So, what are the 5 biggest challenges managers face in the call center?
Traditional marketing -- including advertising, public relations, branding and corporate communications -- is dead. Many people in traditional marketing roles and organizations may not realize they're operating within a dead paradigm. But they are. There's a lot of speculation about what will replace this broken model -- a sense that we're only getting a few glimpses of the future of marketing on the margins. Actually, we already know in great detail what the new model of marketing will look like. It's already in place in a number of organizations. Here are its critical pieces.
The experience you provide your customers is your brand. You may say, "Hey, I've lost two customers in the last three years. Customers feel my service is just fine." But does that mean you have happy customers or a good reputation? Does that mean your customers would refer you to other companies? It doesn't.
Since customer loyalty can be critical to making a sale, ask yourself what you're doing to cultivate it. When was the last time you spent money or resources on making your customers feel appreciated? Many might argue that a focus on customer appreciation isn't just a best practice -- it could mean the difference between failure and survival in today's word-of-mouth driven economy. Here are five ways you can take customer loyalty up a notch.