The customer’s service experience is key to brand-building In today’s omni-channel world, customer service centers play a vital role in building brands and growing revenues. The outcome of all the customer interactions is the customer experience, and it is this experience that the customer associates with your brand.
Today, customers only really reach out to the customer service center when they want to discuss a complex query or make a complaint. In most other cases, they prefer self-service or social media.
“When it comes to the people who actually have to speak with customers on a daily basis, there is little joy in the job”. Customer service centers play a vital role in building brands and growing revenues.
Organizations need to rebuild around it and ensure every department understands its role in delivering the best possible service.This might not be easy (or quick, or even cheap). But those companies that have changed their attitude to service understand just how essential it is and continue to outperform their competitors and stock market indexes.
To find out more about the marginal-gains approach to improving service quality and moving to a customer-centric company visit source: Building your brand around better customer service