We write a lot about customer service but we think it’s pretty essential to the success of any business and we also know that companies not meeting these ever so changing customer demands will be left out to shrivel up and die a slow and painful death. Ok maybe not that bad, but you get the point. We have tried to instill the value of actively listening to customers across a range of platforms, implementing lightning speed responses, and providing agents with the super human resources they need to succeed. But among all of these uber important survival skills, we have yet to discuss two crucial elements of customer experience: effort and emotion.
Effort and emotion is an almighty and powerful duo – think Batman and Robin. Both have the power to make or break the customer experience and yet it’s rarely brought up…until now. It’s time to expose the ways we engage with customers and maintain longevity in these relationships.