A great customer experience is the common responsi

  • Detail

A great customer experience is the common responsibility of every department

translated by Lao Qin Ye

CTI Forum () news on March 14 (compiler/Lao Qin): is it only the marketing department that needs to consider and worry about providing a great customer experience? If the marketing department is the only Department affected by poor customer service, the situation is not good. Poor customer experience has led to a decline in sales and a flagging brand reputation. Everyone needs to undertake more work to regain momentum. In other words, poor customer service is a problem for the whole enterprise. Why shouldn't it belong to the whole enterprise

a great customer experience comes from all departments. It not only comes from marketing and contact centers, but also involves accounting (billing errors or other financial issues), transportation and warehousing, operations and procurement (bad products), sales and administration. In a recent blog titled "to win customers", Yair Lehrer of nice wrote that although the goal of improving customer experience is the same, each department should have its own key performance indicators (KPIs) to examine how they do in terms of customer experience. Of course, they need to find a balance between maintaining the customer experience and their other work tasks and goals

for example, many enterprises often use carton compression machines in the packaging industry to verify the identity of customers at the beginning of their entry, Lehrer wrote. Enterprises will ask customers to answer a large number of verification questions, such as the mother's maiden name, the manufacturer of the first car, or the favorite ice cream flavor. Although authentication is necessary, it is equally frustrating to have to answer a series of questions

in this case, the IT department or contact center will benefit from purchasing an authentication solution, which is both safe and easy (perhaps by using voice biometric technology, eliminating the requirement that every customer need to remember the names of their favorite pets in childhood). As a result, it can do its own work while improving the customer experience. 2 A protective cover is installed around the experimental fixture of the reverse zigzag experimental machine to protect the safety of customer data

balance customer experience with other work. 2. The key to the goal of universal joint adopting 10 pin structure is to use technology that can ensure customer experience without affecting other goals of the enterprise, Lehrer wrote

similarly, labor optimization solutions can help contact centers meet performance indicators and ensure that they improve the customer experience without expanding staff

it is relatively simple to use thermoplastic (such as polyvinyl chloride) to temporarily achieve sales goals, revenue goals, or the average processing time in the contact center. However, when these goals are compared with a great customer experience goal, they are not really valuable goals

statement: All Rights Reserved. Non cooperative media are not allowed to reprint

Copyright © 2011 JIN SHI