Meeting Your Customers Where They Are – Glia Blog | Digital Customer Service Explained

An Excerpt from Digital Customer Service: Transforming Customer Experience for an On-Screen World, our new book available now

Digital Customer Service : Transforming Customer Experience for an On-Screen World, authored by Glia CEO and co-founder Dan Michaeli and best-selling generator Rick DeLisi ( The Effortless Experience ) is out today and available to order. Find out how you can transform the customer experience for today ’ s Digital-First world and meet your customers where they are…

Following is an excerpt from the book:

Time to Re-Think What “Meeting Your Customers Where There Are” Even MEANS
The simulate solution to overcoming the challenges of creating an excellent feel for increasingly empowered ( and in some cases entitled ) digital customers has been : Companies must “ meet your customers where they are. ”
This has broadly been interpreted as “ meet them in the channel where they started their interaction. ” And of course, most probably that is NOT the telephone anymore–but quite, your web site, mobile app or social media sites like Facebook and Twitter–so the conventional wisdom is that you need to meet them there.

And while this seems correct, we are learning that it is an under  interpretation of the concept .
To successfully transform Customer Service in a digital earth, companies must “ meet their customers where they are ” in two other ways a well :

      • To meet them where they are at a specific moment in a resolution journey.  By the time a customer speaks with an Agent, that customer has already been through some form of misadventure that very likely began online. Companies can no longer greet customers at the outset of a phone interaction like it’s the start point for that person ’ sulfur overhaul journey, because it about surely international relations and security network ’ thymine.

Where they are —is in the center of their digital experience.

      • To meet them where they are in the transformation of their digital lifestyles. Most customers now instinctively reach for their smartphone, tablet or laptop as the starting point for interactions of all kinds vitamin a well as to satisfy their data, entertainment, and diversion needs. Companies need to create Service experiences that feel like the way their customers now live .

Where they are —is in the center of their own digital transformation.

Your ability to meet your customers where they are in all three ways should become the beacon for the digital transformation of your Service organization .
The book goes into more detail with strategies and roadmaps to help your ship’s company meet your customers where they are—in a Digital-First universe. In case you missed it, see now It ’ mho Our Turn, an excerpt from the book ’ mho foreword. And stay tuned for our next blog about the record, “ Phone ” and “ Voice ” Aren ’ t The lapp Thing .
Learn more about the book Digital Customer Service : Transforming Customer Experience for an On-Screen World and order your copy today !

informant : https://enrolldetroit.org
Category : Social

Trả lời

Email của bạn sẽ không được hiển thị công khai.