What’s Your Number?


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Or more to the point. Where’s your number. Your 800 number, that is.

I was having a conversation this week about access, accessability and engagement across channels. And, the conversation turning to such tactical subjects as the placement of the customer service phone number on a brand’s website.

It may not seem like a big deal. But, the placement of that number, and the ease with which your customers can find it, can contribute greatly to the customer experience. Particularly, if the rest of your web site tends to leave your customers with more questions than answers.

So, I just did a brief scan of a handful of brands that are typically associated with exceptional customer experience. The results are pretty clear.

At the top of the home page


Dell Support

Direct TV


At the bottom of the home page

Best Buy



The Gap

And get this. Google “USAA” and you don’t even need to go to their website. Their 800 number shows up in the search results!

So, is there a correlation? This wasn’t a scientific research study. But, odds are, if you make it easier for your customers to connect with you, how they desire, you can only improve your chances of a happy customer. What you do with that connection to further the positive experience is up to you.

Next up. Your “Contact Us” page. What is should be used for? How it can be more social? And what is it saying about your brand?

Republished with author's permission from original post.

Barry Dalton
Telerx Marketing
Consumed by the pursuit of delightful service. Into all things customer loyalty and technology. My current mission is developing new service channels and the vision of the contact center of the future.


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