“Our customer experience has to get better…”

Did you know that in a recent poll about Branding, when asked to describe the key reasons for sticking with a Brand (read: your company), 67% of those surveyed said what influenced them most was their last few experiences with a service rep. Not advertising, not product performance, not the last direct mailer but what makes us most loyal to your company is a great interaction with your agents.

We think this phrase sums it up best:

“Loyalty is the absence of a better option.”

(Please stop making the other guys the better option!)

In the past few years, our “Customer Experience” practice has blossomed as our clients better understand the powerful connections between FCR, Customer Sat, well-coached agents and the positive impact on revenues. We are truly passionate about this work because it makes a huge difference for your customers, agents, and revenues! Some of what we do…

• Getting your front line and support teams to really think like your customers (do they now?).
• “Blueprinting” your customer’s on-phone and on-line experience so that they are open to a “value-added” pitch on new products or services (how often do your agents try to sell them something before they are ready?).
• Coaching agents for a clear awareness that their performance on the phone can positively impact up and down-stream business activity like marketing programs and order fulfillment.
• Teaching them the powerful use of words and style to influence and build relationships over the phone and through email or chat.
• Creating a consistent, integrated (to QA, training, communications) approach to handling customers that delivers a WOW experience!

Contact us soon if you want your customers to see your company as the best of all options!