It’s important that companies recognize that their reputation can be made or broken in real time. There should be no worse feeling than that of not knowing how your customers actually feel about your business. As Jeff Bezos, Amazon CEO once stated, “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” As pointed out by Jeff, in the internet age an unhappy customer will post their experience on Twitter, Facebook, their blog or another form of social media. And because of this companies need to know what’s going on now.
So, how do you become a “now” organization? This is by no means an easy feat, especially as it involves the buy-in of the entire organization from top to bottom. It’s also going to totally transform the way you interact and engage with your customers. To do this effectively, you will need to revamp or rejuvenate your customer strategy and training methodology.
Here are the critical steps to making this change:
- Embrace the Transformation
- Focus on the Present Moment
- Real time Speech Analytics
Embracing the transformation means accepting the fact that you will be forced to establish and implement new guidelines in order to filter out problem areas, create an opaque screen of concepts, judgments and processes to further enhance your customer service strategy and training initiatives. This will transcend your ability to exceed customer expectations and truly set you apart from the competition.
By focusing on the present moment you avoid a scenario in which a customer hangs up dissatisfied by giving them the attention they need during the interaction. A customer service issue dealt with in the contact center via phone, email or Web chat should be handled no different than a dispute in a retail store.
Real time speech analytics is the ability for the contact center communications system to listen for keywords and phrases during a live conversation. It alerts the supervisor and actions are taken while a customer is on the phone and not after they’ve disconnected. Your contact center will usually serve as the first line of defense for customer inquiries and problems and will play a vital role in making this change.
As this new model takes form within your company you will become keenly aware of present moment activities that would otherwise go unnoticed or result in consequential delayed information. The goal is to free yourself of weaknesses or blind spots and become conscious of the present. By doing so, you can better communicate with your customers and employees.
Is this model right for you? If you take the time to understand and identify the challenges that face your business and the real time impact it has on your organization—it just might be.
Would you consider making the change to a “now” organization? I look forward to hearing your thoughts.