Customers have 8 basic needs which can be satisfied with the right tools and processes:

Customer Need	Customer Experience Key
1.  Be consistent	1.  Common Knowledge
2.  Show me you care	2.  Engaged employees
3.  Know what's good for me	3.  Value-add interactions
4.  Listen to me	4.  Customer centric knowledge
5.  Don't make me wait	5.  Minimize hold times
6.  Make my life easy	6.  Proactive contacts
7.  Save me time	7.  One touch resolution
8.  Be competent	8.  Well trained agents

 

All front-line employees can deliver exceptional experiences if they are equipped with the right information and are empowered to make decisions. Then your quality assurance, management and other operational experts can transform customer feedback into immediate action.

You won’t earn customer loyalty with average talk times, numbers, agent adherence, or cost per call.  And it takes more than first call resolution, up-selling and cross-selling, service levels and customer satisfaction levels.  Customer loyalty is about making a choice about what kind of customer experience your company wants to be known for.

Productivity	Going beyond metrics and measures can bring a whole new dimension to the way you run your business and the customers you keep.
Engaged Employees	Information is power.  Employees that understand and personify your company’s core values and customer service strategy, and have access to the data that empowers them to succeed are fundamental to delivering an amazing customer experience
Remote Worker Solutions	Employee satisfaction, the environment, corporate citizenship, and employee retention – plus many other reasons to consider flexible work arrangements in your organization.
Management tool kit	Mix customers, products and services, agents, technology, quality assurance and profit.  What do you get?  Either a well-oiled machine or a nightmare.

 

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