Rethink Your Customer Experience This Leap Year - Talkdesk - ContactCenterWorld.com Blog
2016 is a leap year, which means that those of us who live our lives by the Gregorian calendar get an extra day. And that day is today! February 29, 2016.
Leap Day gives us all a chance to get a little extra something. A little extra sleep. A little extra bonding time with your new puppy. A little extra time to hone your pitch for that big deal.
The world is your oyster on Leap Day. Why not pay it forward to your customers?
Most years have 365 days that you can devote to enhancing your customer experience. 2016 has 366. What will you do with that extra day?
The modern consumer landscape demands that successful companies do more than meet the basic needs of their customers. Today’s customer experience isn’t judged on whether your business provides what it says it will provide. Today’s customer experience is judged on how far above and beyond you go to make customers’ lives easier.
If you own an on-demand food delivery service, it’s not enough to get the customer’s order right. It’s not enough to arrive on time with the food at the appropriate temperature and nothing dripping from the bag. It’s not enough for your delivery person to have a positive attitude. Satisfying the modern customer requires a little bit extra. A mint in the bag, a few extra napkins, maybe a complimentary appetizer.
The seismic shift in customer expectations is exemplified by what we at Talkdesk call “the real-time revolution.”
Today’s customers expect a customer experience tailored to their needs. One of those needs is real-time service; when they want something, they want it now. Businesses are scrambling to adapt to customers who value real-time sales and support. Legacy customer communication systems just aren’t cutting it anymore.
If you own a food delivery service, it’s not enough to get everything right and put a mint in the bag. If something goes wrong unexpectedly, even something that’s not your fault like someone finding a hair in their rigatoni, the customer is not going to want to wait to get a reply from you! Email customer support? Not going to cut it. You’re going to need a minimum of phone support and a plan to expand to multi-channel.
The whole thing can be overwhelming. There are a lot of moving parts to meeting the demands of the modern customer experience generally and the real-time revolution in specific. But hey! You’ve got an extra day to think about it this Leap Year. No time like February 29 to start creating and enacting a plan for real-time customer communication.
Oh, but wait… There is actually another day. Talkdesk is hosting a visionary event on May 17th. Opentalk is designed to be a forum for exploring the meaning and implications of the real-time revolution in customer experience. Learn from and interact with thought leaders who are defining this movement. Network with other customer-centric businesses who are striving to operate at the cutting edge of customer experience.
Why not spend five minutes this Leap Day to join the real-time revolution?
Publish Date: February 29, 2016 5:00 AM
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Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
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