around 90% of consumers consider<\/a> customer service experience to be a major factor in determining whether or not to do business with someone. <\/p>\nSo, with respect to building a winning brand, product, service your brand narrative and the vision has to start from the bottom up. To be in the service of your customers, you have to demonstrate it right on the front lines. <\/p>\n
An example of this would be a brand that has recently gone through a complete overhaul and is positioning itself as let\u2019s assume \u2018A digital (app) led bank\u2019. There are multiple touch-points where that narrative can fail because your journey with that customer is not just bound to that specific app:
\n\u2022\tIt would be bound to your branch (where misinformation\/lack of onboarding resources on-premises, can break the digital journey)
\n\u2022\tIt would be bound to your website (where a missing call to action to download the app etc. could break the digital journey)
\n\u2022\tIt would be bound to your social media (where a lack of information and customer handling options could lead to a break in the digital journey as well)
\nA clearly defined strategy that resonates across all your channels ensures that your customers are treated equally across all your channels (touchpoints)<\/p>\n
Tech to the rescue <\/strong><\/p>\nEnough about the problem lets talk about the solution. You want your message of being in the service of your customer to resonate with your brand, build such a culture top-down and build its education from the bottom up (everyone in the organization should know that you are a customer-led brand, product, service \u2013 if they can\u2019t respect that, the doors always open) <\/p>\n
Next to have to enable these people, with the right technology so that they can evolve past their current state and into a future state of serviceability. Your clients are looking for responsiveness, use scheduling apps to keep track of customer needs, employ CRMs that enable your people to unify customer records and provide them with client alerts, upselling, cross-selling opportunities, use marketing automation platforms to enable better reach and response time.
\nTech has the power to effectively take care of a lot of the grunt work in modern organizations. Get your best people on it and build better serviceability. <\/p>\n
Conclusion <\/strong><\/p>\nIt\u2019s simple, customers want to be looked after, to know that they matter. Through technology and better business acumen, we have the capacity to create much better experiences, that eventually help your business grow. Happy selling.<\/p>\n","protected":false},"excerpt":{"rendered":"
Source: Unsplash.com Understanding that a business is all about commitment, trust and quality is essential. A brand is a promise, it is a promise to your customer, to meet or exceed their expectations, across their journey with you. See even if you are a brand, a product or a service, the experience that you deliver […]<\/p>\n","protected":false},"author":10833,"featured_media":898074,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[128,428,87],"tags":[],"_links":{"self":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/951887"}],"collection":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/users\/10833"}],"replies":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/comments?post=951887"}],"version-history":[{"count":2,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/951887\/revisions"}],"predecessor-version":[{"id":951949,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/951887\/revisions\/951949"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media\/898074"}],"wp:attachment":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media?parent=951887"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/categories?post=951887"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/tags?post=951887"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}