For the last few years, the mantra of most customer service organizations has been “let’s provide memorable customer experiences.” The customer experience has quickly – and quite firmly – taken the top spot in the goals of most (but not all) organizations.
Yes, the customer experience is ‘all important.’ But even pros will tell you it can sometimes be a challenge.
Practically everyone in business has encountered an angry, hostile customer.
I recently read a good Small Business Trends article (Encourage Customer Loyalty with Your Call Center) that discussed an issue I’ve previously mentioned in the context of Shake Shack: it is okay for call center agents to leave the script behind when dealing with customers.
Blake Bartlett, a partner at venture firm OpenView, published an interesting piece on hospitality, and how it is transforming our older, well-worn customer service models.
Inbound call centers are today’s prized lead generator for marketing departments in the know. It’s not even a ‘secret,’ or ‘industry insider knowledge’ – but rather just another avenue for face-time (so to speak) with consumers who have less and less bandwidth for traditional sales methods.