You can forgive customer support teams if they’re weary of mergers and acquisitions. After all, consolidations rarely go as smoothly as planned. But while other departments are off handling the inevitable issues internally and at their own pace, customer support has no such luxury. CS representatives and management alike are kept up at night wondering how to iron out all the organizational wrinkles caused by the consolidation without impacting customer experience.
You can’t go anywhere in customer support circles today without hearing about self-service support. To hear it from the experts, this vanguard of the digital revolution promises to increase efficiency, reduce stress and frustration, and have a huge financial impact on customers and businesses alike.
Customer support specialists are always looking for ways to create a more personalized experience for their customers. And while making an emotional connection with a customer has been shown to result in higher satisfaction rates, finding the right approach is a challenge.
There’s a delivery gap between organizations and their customers right now.
80% of brands think they offer top notch customer experience while only 8% of customers agree with that assessment.
What’s to blame for this woeful disconnect? According to Bain, there are two reasons for the yawning chasm between company and customer perception:
What is the definition of success?
Don’t worry ... we're not about to launch into a deep philosophical conversation about the meaning of life.
What I mean is, what does success look like for your organization? Have you defined it? Would you know it if you saw it? Or is it something vague like, “selling more products”?
Truth: That’s a lousy way to run a company.