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If Customers Aren't Flocking to You - It Could Be the Customer Experience

By Susan J. Campbell March 28, 2016

The customer experience – just about every company with a call center thinks they have this one figured out. But if you’re only focusing on making sure each and every customer has a pleasant calling experience, you’re ignoring what the customer actually wants out of their engagement with you. Sure, they want to have a pleasant experience, but how likely is it that they want that experience to be on the phone?

Today, customers have an endless array of options when it comes to the types of services they choose. With a few clicks of the mouse or a swipe or two on a smartphone, they’ve already selected a new provider, leaving you and your call center with a shrinking customer list. If you don’t want to make it easy for the competition to expand their share of the market, it’s time to take a step back and put together a new customer experience strategy.

For instance, what demographic are you trying to reach? If your target audience includes anyone in the millennial generation and you only offer a toll-free number for making connections, you’re not going to attract the customers you want. These individuals are accustomed to the digital world – they were born with a computer in their hands. OK, not literally, but they did grow up with the Internet and mobile phones, which means they want instant access to information and self-service, just to name a few.

At the same time, consumers from all segments of the market are driving change in the way companies have to deliver service. Baby Boomers are using websites to search for solutions to their problems, products they want to purchase and to get informed on a particular topic. Does your site navigate and function in a way that it makes it easy for these individuals to find what they need? For instance, you may offer a click-to-chat capability to help, but this demographic may be very impatient with one that pops up in their way all the time.

To truly create the optimal customer experience – you have to understand your customer and what they need in order to want to do business with you. Fortunately, you don’t have to figure it out on your own. On Thursday, March 31, 2016 02:00 PM EDT / 11:00 AM PDT, Mitel is offering a free webinar, Supporting the Mobile Consumer: Cloud, On-Premises, or Hybrid. For those companies that are trying to figure out the best way to navigate new consumer demands to deliver the optimal customer experience. This is one event that shouldn’t be missed. Register for your spot today. 

Edited by Stefania Viscusi

CustomerZone360 Contributing Editor

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