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12 Thought-Provoking Tweets on Customer Service #CorvisaTalk
Shep Hyken @Hyken Values haven’t changed as much as expectations. Customers are smarter and demand more.
Shep Hyken @Hyken • T A K E A Y • Values haven’t changed as A W as expectations. much It’s a jungle out there. Customers with many options and little tolerance for pain Customers are smarter and demand more. will be quick to jump. All the more reason to get it right the first time.
OneReach @OneReach The goal is to provide a seamless, effortless customer experience on any channel. The channel will vary, but the goal is the same.
OneReach @OneReach The goal is toA K E seamless, effortless • provide a A W A Y • T customer experience onmultiplechannel. a givenchannel but any channels is The these days, Providing customer service access via will vary, across channels is the same. the ultimate goal but the goalis an extraordinary customer service experience.
Neal Topf @NealTopf Got to truly understand customer preferences. Just because one customer writes on Google+, (that) doesn’t mean the brand needs to cover Google+.
Neal Topf @NealTopf Got to truly understand customer preferences. • T A K E A W A Y • Just because one customer writes on Google+, (that) Use data and analytics to make solid business decisions based in fact, not anecdotes. doesn’t mean the brand needs to cover Google+.
Brandon Knight @MJofCC Stay ahead of changing preferences by continuing to monitor customer wish lists and by knowing your competition.
Brandon Knight @MJofCC Stay ahead of changing preferences byY • • T A K E A W A continuing to of qualitativecustomer wish lists spot trends Use a combination monitor and quantitative analysis to and by knowing your competition. competitors. and hot buttons among your customers and
Shep Hyken @Hyken You need to be where your customers are. It’s different for different businesses.
Shep Hyken @Hyken • T A K E A W A Y • You need to be where your customers are. companies. Don’t make business decisions solely based on what works for other It’s different for different businesses. Make decisions based on your industry, your marketplace and your customer. Also factor in what worked (or didn’t work) for your business in the past.
OneReach @OneReach Mobility plays a HUGE role. It lets customers contact you anytime, anywhere, so you have to respond.
OneReach @OneReach • T Mobility plays A HUGE role.A lets customers contact a K E It W A Y • Respond to customers on their terms. Let the customer define you anytime, anywhere, so you have to respond. when, where and how quality service is delivered.
Bill Quiseng @billquiseng People value their time more and seem to have a much shorter threshold for pain. Impatience is a new virtue for some.
Bill Quiseng @billquiseng People value their K Emore and seem to have time • T A A W A Y • a much shorter threshold for pain. Impatience is Speed of resolution is more important than ever. Avoid simple process mistakes a newadd to waitfor some. long hold times and multiple transfers. that virtue times such as
OneReach @OneReach They (Millennials) are all about digital comm. They’re the barometer for where customer service is going, so businesses need to take note.
OneReach @OneReach They (Millennials) are all about digitalAcomm. They’re • T A K E A W Y • the barometer for customer customer service is going, Understand this up and coming where segment, and how they want to interact with so businesses need toloyalty will be key to your future success. your business. Capturing their take note.
Sam Chandler @OneMoreSam It should be about the best channel for the issue regardless of age. Millennials aren’t unicorns!
Sam Chandler @OneMoreSam • T A K E A W A Y • It should be about the best channel forwith the same brush. the issue Don’t make the mistake of painting any one demographic regardless of digital Millennials aren’t unicorns! Customer service in the age. age is all about personalized service that recognizes individual differences along with specific preferences.
Nate Brown @CustomerIsFirst Find the trouble points before your customers do, and put a solid resolution path there for them.
Nate Brown @CustomerIsFirst • T A K E A W A Y • Find the trouble points before your customers do,shoes. Understand your service processes and periodically walk in your customer’s and what a solid resolution path there for them. It’s amazing put you will learn when you pick up the phone, send an email, text or web chat, and experience what your customer experiences when they contact your company.
Bill Quiseng @billquiseng Solicit positive feedback. ‘What’s the ONE THING we could have done to make the customer experience better?’
Bill Quiseng @billquiseng Solicit positive feedback. ‘What’s the ONE • • T A K E A W A Y THING we could have done to make the your competition. Don’t rest on your laurels. Keep raising the bar for yourself andcustomer experience survey, listen and then, take action to improve. Ask, better?
Nate Brown @CustomerIsFirst Customers value ease of resolution more than ever. One thing is the same, though, relationship is king.
Nate Brown @CustomerIsFirst • T A K E A W A Y • Customers value ease of resolution more than ever. Despite your best efforts, some customer dissatisfaction is bound to happen. Absorb One thing is the same, though, relationship is king. those speed bumps with a cushion based on great past experiences, goodwill and trust.
Delivering top quality customer service in the modern age is no walk in the park, but those companies that figure it out will reap big benefits. Corvisa can help you make your customer experience seamless and memorable. CHECK OUT OUR SOLUTIONS TODAY > About Corvisa® Corvisa provides businesses with a single source for cloud communications solutions. As the only provider of a true product-plus-platform offering, Corvisa combines powerful contact center software, business phone systems and connectivity services with the unmatched flexibility of our Summit development platform. Backed by carrier-class network reliability and a passion for delivering unbeatable support, Corvisa is making cloud communications better. firstname.lastname@example.org | 877.487.9256 | www.corvisa.com