Tag: listening to customers

Business, Customer Experience, Customer Focus

The big contact centre disconnect

We’ve all got our opinions and we all feel that we’re sometimes experts in fields that we might appear to know little about. However, we are all customers of someone. That probably places us as expert customers?

So why is it we’re increasingly seeing declining customer service satisfaction, and increasing numbers of customer complaints?

Is it because we have more opportunity to be more vocal and by publicly complaining via social channels. And given that they are emotional experiences, often it moves other people to join in and stoke the fires with their own similar hideous experiences?

It’s all about expectation.

We are rapidly accelerating into a society of immediate gratification, reducing our levels of patience, such that even microwaves appear slow these days.

Pair this up with businesses constantly looking to do more with less, and it’s a ticking time bomb.

This need not be the case, with a higher degree of awareness within the servicing company, in understanding exactly what the customer experience is for their customers. Additionally, we’re an increasingly digital population and many businesses still struggle on their journey to a blend of digital and analogue services.

So what is the answer?

You might be surprised to hear me say that this is not necessarily about technology! However, it’s more to do with how the technology is brought into play and in what scenarios. But ultimately it’s about the people and process and creating much more personalised experiences for your customers.

I’m here to help, so let me know if this resonates and I can help you and drop me a line ⬇️

Drop me a line
Business, Customer Experience, Customer Focus, productivity, Social

Contact Centres – YOU ARE THE WEAKEST LINK, GOODBYE

Contact Centres – YOU ARE THE WEAKEST LINK, GOODBYE

Change or die is the message here. Progress means change is inevitable, yet we often see reluctance from business in this regard.

Changing gradually, is more of an evolutionary path and generally means a less bumpy and more controlled transition.

Change for the sake of change is questionable, however, change because your customers are demanding it is smart and clearly demonstrates customer-centric behaviours. It says “we are listening, and we are implementing the services you’re telling us are important to you”

A business’s inability to evolve generally results in frustrated customers, and ultimately customer defections.

It does increasingly feel like businesses make it difficult for you to contact them, doesn’t it, and although many of them are embracing digital channels like social media to broadcast their marketing messages. Ironically, this opens up new channels for customers and, yet those same organisations have so far failed to embrace the two-way nature of the communication that it enables. Broadly speaking, this is because these have become siloes that are unconnected, and unregulated, and staffed by unprepared team members.

There is no excuse for this, because the technology to rapidly deploy a connected omni-channel solution is available today. And to meet customers on their chosen channel without needing to rip and replace existing investment can be in place within days.