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Article : The Key Differentiator


Recently, I was siting in a room with a CEO whose products are part of the luxury goods market. During our time together we were addressing what is the key differentiator of the CEO’s brand and their direct competition. At the end of the conversation, it was apparent that the crucial element that was needed to break away from the pack was a "Best in Class Customer Experience".

One of the most common and comforting lies brands tell themselves is that they provide great customer service. In fact, the exact opposite is true. According to research, roughly 82% of customers leave a brand because of bad customer service. While many brands will admit it is a problem, many choose to put their collective heads in the sand and solely depend on KPI data and cost to "justify" the quality of service they provide their customers.

Over the course of my twenty two plus years in the call center industry, I have only seen a handful of brands really tackle this issue head on. I understand why, as it is a journey where leaders have to look themselves in the eye and admit that they are not providing "best in class" experiences to their customers. If you are ready to distinguish your service from your competitors and have the courage to admit you need to make changes, you are already ahead of many brands. Congratulations!

So what do you do now? There are some understandings and questions you must ask before we look at any data. First, think about what brands come to mind when you think about "Best in Class"? What are the commonalties across these companies? For me, they are the brands who have a strong culture, puts customer before cost, acknowledge people are one of the dominate parts of the business, and focus more on quality than quantity.

Second, what are the generational impacts in today’s market? Did you know that we have entered a period of time where we have to concurrently support four sizable generations of consumers and each one has their own preference of how they interact with you? For example, "Baby Boomers" will prefer engaging in person or over the phone. Generation X leans more towards interactive chat. Finally, the Generation Y and Z customers want to do everything on social media or a mobile app. Whichever brand understands their customer expectations in regard to how they prefer to interact and fulfills that demand, will create separation for themselves from their competition.

Third, spend some time online reviewing what your customers are saying about your brand as well as your competition. Too many times we establish quality programs and metrics based on what we feel the ideal customer experience should be. Why do we do this when we have a plethora of information on the web from the very users we are trying to WOW? The CEO and I were not shocked to find it was the Customer Experience that suffered the same across the market. It was an ah-ha moment. The brand and product were already superior so making changes to how the company’s service department interacts with the customer would be monumental in separating the brand from the rest of the pack.

Finally, you need to ask yourself, what you are prepared to do with this information? I would encourage you to use it to define what "A Great Customer Experience" should look like for your brand. Use it to determine which channels to support based on your customers wants. Hire the right people to support this vision and, finally, identify which data you must measure to know if you are delivering that experience. Brands are either dying or moving forward. If you choose not to change and listen to the customer, they will find someone who will.


About PerfectServe:
Company LogoA single, unified communications platform that connects clinicians in any care setting, across the care continuum. Based in Knoxville, Tenn., the intelligent clinical communications platform processes more than 35 million clinical communication interactions each year involving more than 70,000 physicians.
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Today's Tip of the Day - Cancel Training At Your Peril

Read today's tip or listen to it on podcast.

Published: Friday, April 6, 2018

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2021 Buyers Guide Telecoms

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555

Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800


VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511


Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

Nuxiba Technologies

Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!


Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
PH: 213-943-2023

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