Times have changed and we are among a customer experience revolution comprised of savvy customers and fierce competition. The secret to acquiring new customers and “WOWing” current customers is desperately sought after, creating a ruthless battleground. Social media is becoming a “war zone” as brands are using these portals to identify and steal unsatisfied customers from their competition.
Data and trends buried in mundane monthly & quarterly reports are no longer effective; in order to achieve customer experience excellence your operations team must react quickly by implementing preventive & proactive measures.
Sound familiar?
One of your technicians is out on the road. He is repeatedly forgetting a simple routine task which happens to be a great cause of customer dissatisfaction. In one day he visits 5 different homes repeating that same mistake. As the weeks go by, reports begin to identify a rise in customer dissatisfaction, calls to your customer contact center, and repeated technical visits.
This is unacceptable in today’s marketplace. You need to empower your operations team with real-time consumer intelligence by operationalizing marketing data. By immediately identifying issues, resolving them efficiently, and coaching the employees & subcontractors in real-time, your operations team is the key to eliminating dissatisfied customers and creating that highly sought “WOW” factor.
The mission of any operations team should be focused on one common goal: to achieve customer experience excellence.
Image Source: istockphoto.com
