In today’s world customer experience is under the microscope having become the unique selling point between competing businesses, defining the line between companies that are struggling and those thriving. And, who better to transform the customer experience than your front line service team.
Great customer service is no longer a costly add-on service but instead the means to competitive differentiation- a way to proactively enhance customers’ experiences. Customers themselves say their brand loyalty is heavily influenced by the quality of service they receive.
But in today’s fast moving, consumer-focused environment it can be a challenge for SMEs to deliver great customer experience through the multitude of channels available, and let’s face it, there are a lot; telephone, social media, email, SMS, live chat to name but a few.
So, how does a small business, where time and budget are major factors in success or failure, ensure that they are delivering a consistent, credible and seamless experience to each and every customer that chooses to engage with them?
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Also see: How I found the perfect head of customer care [a Small Business podcast]