In this world of "always open", do your current customers and potential customers receive exceptional customer service at every possible point of connection 24/7? If they don’t, do you know why and how to fix it? We are all part of a 1.5 trillion dollar “switching economy”, that is one click away from being tempted by the competition. Consumers used to be much more forgiving, often giving 3 strikes before you were out. Now your customers can leave you with one mistake, one blunt conversation or a slow website response! What is your company’s “touchpoint score”? Are you aware of where you must put your focus to avoid any and all parts of your customer service falling through that lethal crack?
Jan 23 2017 - 1:00pm