In life, imitation is the sincerest form of flattery. In business, getting a referral or testimonial, is the highest form of flattery, and is the currency on which you build your reputation. The better your reputation, the easier it is for your front-line staff to do their jobs and add to your growth.
Category: customer experience
With all the news and excitement around the success and popularity of Pokémon Go, you may not recall it started as a humble card game back in the 1990’s. It wasn’t your average game. This game included capturing mythical creatures and battling your friends. The game was simply called Pokémon. Now updated for smart phones as an app, Pokémon Go isn’t exactly the same game that we all remember. Pokémon GO has evolved to meet current times. Being called a “free-to-play location-based augmented reality mobile game… released in July 2016” according to Wikipedia. There are mixed reviews about the evolved game, but there are valuable elements that can used to enhance the customer experience.
Once relegated to the realms of sci-fi and seemingly far-fetched movie plots, voice assistant technology is now a huge part of the customer service experience. It works inconjunction with your Interactive Voice Response, known as IVR, to increase efficiency in your company’s communication, making it ideal for customer experience strategies.
So you want to know why custom audio is important to your phone system? Your phone system is the first impression many customers receive. It’s the “front door” to your business and it needs a professional image. It’s one of the easiest ways to improve customer experience. In addition to improving your image, professional recordings create a feeling of security and capability from callers as they recognize businesses who prioritize the level of communication on call flows. Let’s take a look at three good reasons why meeting your customer’s expectations with custom audio speaks volumes about your professionalism and dedication to service (a key factor in customer satisfaction).
Every business owner knows the importance of accurate and timely communications to keep the company running smoothly. A missed call or message can mean a significant loss of revenue and possibly a lost client. The auto attendant on your phone system can help to solve this issue. The obvious feature not missing a call is just one benefit of this technology.
As technology changes, the customer experience and human interaction changes as well. We have become reliant on the use of cellphones and the convenience of information at our fingertips. Technology advancements have caused such disorders as Nomophobia or the fear of being out of mobile phone contact. With advancements in technology it has put pressure on the customer experience. Customers now have further reach with the evolution of technology. By utilizing advancements in technology the customer need can be met in a variety of ways throughout the automobile, financial, and food service industries- adding new value to the customer experience.
The customer experience often begins before a caller speaks to a live representative of an organization. Voice prompts, hold messages and voicemail are key tools in branding an organization and building loyalty among consumers. Understanding the role of professional audio in the customer journey allows companies to develop content strategies that complement business goals and aid customer satisfaction. There are primary steps in achieving marketing strategies that reinforce goals and aid customer satisfaction.
Your customer has a busy day. One of his kids was sick this morning, a tire was flat on the car, work at the office is piled up after a holiday, and the office fridge isn’t working so he had to go out for lunch. On top of all that, he must call your company today and he’s likely to have to spend some time on hold.
What defines customer experience at your company? Many businesses define customer experience, brand identity and recognition from the moment a customer comes within sight of a business location. Physical branding (the look, feel, and experience onsite) follows common sense and easily tested systems, but extending the branding experience to people off-site through your website and telecommunications access often overwhelms business people.