Every now and then, we’re seeing new customer service trends that are shaped largely by technological innovations. How well is your call center adapting to these changes?
To meet customers growing demands, your contact center must ensure that the strategies it employs are convenient and efficient. It’s not enough to merely run an omnichannel approach. You must also make sure that your platforms and techniques are geared to meet the needs of your clients.
A shallow understanding of what branding is will cause you to focus on its more superficial aspects: your marketing catchphrase, logo, or how your website looks. But your brand identity goes way beyond all these things.
When we talk about company branding, we’re talking about what people immediately think about when they hear your brand’s name. And there are plenty of things that can influence their notions. More than your logo and slogan, your branding is the sum of customers’ experiences with you and their expectations from you.
If you think it has become harder to make your customers happy these past couple of decades, you’re right. The rise of the modern consumer necessitates a greater effort from brands so they can keep meeting people’s changing demands.
In 2016, the American Customer Satisfaction Index (ACSI) released a report saying that it has become more difficult for US retailers to keep customers happy. They discovered this after interviewing more than 9000 customers via email between November and December 2015. ACSI then found that customer satisfaction slid by 2.6% since 2014.
Online shopping has been expanding tremendously over the past few years. How can ecommerce brands keep up with customers’ growing demands?
A survey conducted in 2015 revealed that eight out of 10 Americans buy products online, with 15% doing so on a weekly basis. In addition, 51% of shoppers have made their purchases using their mobile phones.
If you’re willing to settle for something “good,” you’re losing the opportunity to overcome your own limits and become even greater.
If you think about it, good customer service just entails meeting customers’ minimum requirements. That would include providing 24/7 customer support, answering queries correctly, and making sure that the consumer journey is pain-free.
Regardless of what everybody else says, customers aren’t always right. To protect your brand, you must know when to walk away from abusive buyers.
All brands strive to engineer and deliver the best customer experience they can. The thing is, not all buyers deserve this kind of treatment. While you may be inclined to put your customers on a pedestal and try too hard to please them, you should also think about whether they’re truly worth it.