Know thy customer: Personalized customer service is a requirement!
Say goodbye to the one-size-fits-all mentality when it comes to customer service. 👋
Consumers expect personalized experiences at every step of the journey – including customer service. 🛤️
Their personal preferences, transaction history, and past service interactions should all inform how you engage with them today. 📊
In recent years, companies have recognized that customer service is a very real extension of the brand, a human face or voice that ideally represents the best of the brand’s desired attributes.
Going forward, however, simply acknowledging that service agents are part of the overall brand equation isn’t enough. Why? Because at the moment of customer interaction, the service actually becomes the brand. 🎭
When a customer engages with your service department, that interaction has enormous power to shape their perception of your brand. The more that customers embrace digital channels, the truer this becomes. 💻➡️💖
This customer service trend means organizations need to think creatively about how to solve for intangibles like empathy 🤲 and tone of voice 🗣️.
They need to ensure agents have ready access to the right information, at the right time 🕒, to solve whatever issue or customer pain point that may arise – even in rapidly changing situations.
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From manicure to real state. All the time.