A round-up of bright things for customer-obsessed brands wanting to thrive in a digital world.
Luke Porter, DigiDesk, argues the need to create consistency across all customer touch points and how it can be done. There are two key takeouts – internal silos create a disjointed experience and joining up the conversation between channels is crucial to seeing the customer as a whole.
A quick reminder of a crucial concept from Paolo Fabrizio. I like the snappy video too.
“Building trust with your customers means investing in long-lasting, profitable relationships with them. It’s the key to brand advocacy.”
Euan Semple and Megan Murray discuss “‘people-centric’ organisations – how did organisations ever become anything else?”. I love this quote from Euan, “The more senior people I work with the more I think of the wizard in The Wizard Of Oz…”.
I’ve seen a lot of organisations doing some good stuff recently:
- Ageas UK ran a business simulation for their Careers Catalyst members that really reflects the volatility of the insurance market.
- I like how Dominoes Pizza have turned around its business by essentially becoming transparent and taking a more customer-centric approach.
- Also, Eurostar are empowering their service agents to help on their mission to “deliver the best travel experience in Europe”. They say they will know when they’re successful when they “know all [their] customers – who they are and what they like”.
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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