One of the key things we have done for our clients is to help them understand how failing to meet expectations impacts CX. An example? Online orders for the latest gadgets were flooding in. Customers were excited. There was a genuine buzz around the brand - right up until that the product didn’t come out on time. Cue a horde of upset and angry customers inundating the contact centre.
Quality customer experience helps brands deliver value and that comes when customers feel valued and achieve the right resolution when issues arise. That did not happen on this occasion and we held up a mirror to our client and explained how they had set an expectation and failed to deliver on it. Crucially, we also went a step further and helped the client address why the product had not come out on time.
A commitment to customers typically involves a complex line of people and a myriad of contributing factors. In this instance, there were suppliers, logistics teams and a range of delivery options (eg: couriers, parcel pick-up, drop shippers) and we helped identify where the breakdown had occurred and provided recommendations to close the gap between expectations and what is being delivered.
Quality customer experience helps brands deliver value and that comes when customers feel valued and achieve the right resolution when issues arise. That did not happen on this occasion and we held up a mirror to our client and explained how they had set an expectation and failed to deliver on it. Crucially, we also went a step further and helped the client address why the product had not come out on time.
A commitment to customers typically involves a complex line of people and a myriad of contributing factors. In this instance, there were suppliers, logistics teams and a range of delivery options (eg: couriers, parcel pick-up, drop shippers) and we helped identify where the breakdown had occurred and provided recommendations to close the gap between expectations and what is being delivered.