New Paradigm Puts Emphasis on Customer Connection

Today’s customers expect companies to support them over any device, any time and resolve their issues quickly.  To gain their trust, companies need to evaluate their support from the customer’s view and deliver consistent and personalized support across all communication channels.  It is only the exceptional company that connects to their customers in such a manner that the customer becomes an advocate for its product and service capabilities and remains loyal to its brand.  Customer service organizations need to transform their traditional approach to customer support in order to support personalized service and customer intimacy across all touch points. Acquiring new technology is not the solution to create great customer experiences but it provides the means to support closer customer involvement and build loyalty.  This report describes how companies must go beyond the ordinary and become a true business partner with its customers and support a two-way dialog that fully engages its customer.

Purpose & Intent: 

Contact centers need to transform to create a culture that promotes customer engagement. Successful companies realize that it is no longer adequate to deliver service that satisfies customers. To support long-term customer loyalty and advocacy companies need to commit to a strategy that prioritizes its customers’ experience and delivers exceptional support across traditional and newer communication channels. This report discusses pragmatic steps for developing a culture that promotes customer engagement.

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