A fortnightly round-up of bright things for customer-obsessed brands wanting to thrive in a digital world.
10 investment priorities for heads of customer service.
Among the top priorities for investment are; customer feedback, multi-channel integration and quality and customer satisfaction management. Download the report here (sign in required).
Are you recruiting customer-centric staff?
The story of Nationwide’s service culture based on PRIDE – principles which underpin recruitment, retention and the importance of embedding cultural change.View the video here.
7 tips to help you delight your customers and better your brand
I particularly like the second point here – Create a Behavioral Vision for your employees. Operationalize what “going the extra mile”, “world class service,” “being customer-centric” and other terms mean in real life terms. Do you know what being customer-centric really means to your team? Read more from Call Center IQ
Want to improve your customer service on Twitter?
Here’s a great little Playbook including everything from setting your vision, proliferating customer touchpoints and success stories from Hilton, Com Cast, Best Buy, T-Mobile, Microsoft and Nokia Lumia. View the playbook here.
Social Customer Service Maturity Assessment
If you think that your social media customer service might need some improvement, take our simple maturity test and we will contact you to arrange no obligation consultation to discuss our recommendations for you. It should take about 5 minutes.
Meeting millennial’s customer service expectation
Free Webcast from Marketforce
Sep 28th 12:00 GMT
We are BrightCultures. We help customer-obsessed brands. If you’d like to talk about your social customer service needs, get in touch at firstname.lastname@example.org. We create end-to-end social customer care solutions and specialise in regulated industries.
Image credit: Jérémy Lelièvre