One size rarely fits all. It seems obvious, right? Well, apparently it is not, judging by the frequency with which companies have a customer service strategy that forces its agents to treat everyone based on the same template, the same speech, and the same rules…
We are in times when customers are empowered. They know what they want, when they want it and how they want it. Clients are clearly in charge, and when companies take this into account and take measures to give personalized customer attention, the companies (and the customers of course) are the winners.
Empowered clients have really high expectations and do not settle for an average experience. They want their providers to know them, to take into account their personal needs, their tastes and expectations and offer them a service in accordance with those.
The days of mass production and mass communication are over. We have entered an era where offering a personalized experience can have important income implications. Across the board, consumers are craving a more individualized experience. A recent report from Accenture states that among 20-30-year-olds in the US and UK, 73% prefer to do business with brands that use their information to make experiences more efficient.
The information exchange balance, where consumers are willing to give up some of their information, is based on a trust that the information will be used for their benefit. A study revealed that 57% of consumers don’t have a problem providing personal information as long as it’s for their benefit. In customer service, tailored recommendations and relevant offers are ways to ensure that every customer’s experience is unique. Methods like these also benefit the company, of course, by increasing conversion rates to drive better engagement. It’s a win-win.
The landscape of customer service is drastically changing. Companies are utilizing data to prioritize offers, deliver personalized experiences, and give systematized guidance — all in an effort to provide an improved interactive experience. Personalization has its challenges, but with a little bit of guidance and the right tools, delivering individualized customer experiences can be very profitable.
Consider having your customer service reps use their real names, too, in emails, chats, phone calls or other interactions with customers. It can be a lot more personal than communicating with ServiceRepresentative@YourBusiness.com.
By providing multiple touch points for accessing customer service, you can allow customers to personalize their experience using the method(s) they prefer.
Contrast that with customer service reps who chat with you while they’re working on your issue. Something as simple as asking a customer how the weather is where they are or if they have fun plans for the weekend can help humanize the experience.
But if individualized experiences are so good, why do not more companies provide them? One of the reasons is that they are difficult to correct and to implement. That’s why it makes sense to work with a partner who can provide the necessary experience to develop and execute a successful strategy. Here are four examples you should consider during that process:
Turn on your senses and pay attention. It takes a ton of mental focus and endurance to do this for every customer, but the benefits are obvious. Your customers can go get the product or service they need anywhere. Assuming you’re providing top notch service already, in the end, they’re going to choose you because you understand their specific needs and make them feel special. That’s how you deal a death blow to indifference.
With the implementation of effective, multi-channel personalization technology and practices — along with an emphasis on utilizing customer data — we can only hope that the organizations we interact with on a regular basis will provide more relevant, individualized experiences for each of us.
Publish Date: November 12, 2018 5:00 AM
|2.)||All Ears Ltd|
Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.
We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.
We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
PH: 644 9201929
Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.
Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.
Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.
Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.
Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100
|7.)||Unicom Services Ltd.|
Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.
Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.
* Conference systems - audio video terminals, personal and group multipoint conferences.
* Telecom Products - office wired and wireless phones, dect systems, softphones.
* Video conference software for contact centers and offices.
* Unified Communication Solution.
|8.)||Xiamen Mairdi Electronic Technology Co., Ltd|
Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
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