The entire customer experience is now driven by digital means. Many, if not all, customer interactions with your organization no longer involve a physical experience. Customers need ways to feel connected and respected by the business leaders and all other representatives within a company. Typically, business changes revolve around industry changes and business needs. In our current digital era, business changes revolve around the customers, leading the industry shifts. This means how their problems are realized and solved must also adapt.
This learning path is for everyone representing your organization. There are new expectations of digital customers. This path will help you meet those expectations by being proactive and offering a seamless multi-channel experience in real time.
Improving Customer Service in a Digital Era
There are new rules and higher expectations. Customers want to feel heard, see change and have their issues addressed in an extremely timely fashion. In order to improve your customer service strategies in these changing times, you must transform your business practices to meet your clients where they are. The following activities detail precisely how to begin this process.
Professional problem solving is not new, however, it is a mandated requirement in the digital age. Your clients expect you to utilize Critical Business Thinking when addressing their concerns as opposed to cookie cutter responses. The following activities provide the basic rules to ensure your team or staff is able to meet the needs of your savvy customers.
Social Media can be used to not only keep your organization relevant but also to keep your doors open. When a customer leaves a scathing online review or comment within your social media you must respond to them publically. Customers are able to witness the process your company employs to solve other's issues and they often make decisions on whether or not they also want to engage with your organization.
Sign in with Google