With all the technology we have at our fingertips, you would think the days of frustrating phone transfers to multiple customer service reps should be long gone. Thanks to apps that track deliveries up to the minute with a text message and provide potential recommendations when your favorite brand of toothpaste is out of stock—delivering a seamless, positive customer experience through and through is absolutely critical.
In today’s world, there is much more at stake. When customers have a bad experience, they are prepared to let it be known. And they will most likely turn to our modern court of public opinion...the Internet...to do so. Simply voicing their frustrating experience to the customer service rep that is taking their call is just the beginning. Instead, using social media to publicly point out a business' wrongdoings and share the details of their bad experience has become much more gratifying than just making sure they tell their closest friends.
With that said, investing in customer-centric capabilities is essential for enhancing your customer service delivery. If you’re not offering easy ways for a customer to connect and get solutions (e.g., options for a live chat, receiving an email response within 24-hours or talking to a service rep that has access to all of your account information that includes up-to-the-minute details) you’re taking a risk on losing out to your competition.
To be successful it truly takes every member of your workforce to optimize and improve the customer journey at each and every touchpoint. From front line and back office staff members, to operations, IT and customer service reps—every employee is responsible for delivering a satisfying customer experience.
No matter the job title or role, ensuring each customer interaction is a winning experience is the responsibility of every team or department within your organization. Here at JMFA, we can help you increase customer satisfaction with the services we offer and the consulting we provide. Looking for an outside resource to circle your troops? Look no further than JMFA.