Today is CyberMonday. These days, Black Friday just isn’t about the Friday after Thanksgiving, its the day before and the weekend after. Many customers will be shopping starting on Black Friday and continue until today. Here are five ways that customer service and customer experience have changed and how this change can effect your business:
Think Multi Channel Integration, 24/7 Operations, and More..
Customers expect multi channel integration. They want the same message and offers that you give in the store and online. Your business should be fluid and able to move between the two. You will need seemless credit card transaction and easy exchanges for goods. Your web technology needs to capture all the customer specifics once and reuse for each sale.
Your customers expect extended hours: 24/7 or as close as you can get. While you are at it: Be fast, very fast! There is an expectation of timeliness set by our friends at Amazon. It applies to the speed of response they expect from you to any issue they have. Respond within 24 hours means a very quick 24 hours, not three days.
Your team needs to get very accurate. Inaccurate claims of what is in stock and possible delivery dates just wont fly. We have the technology and process improvements that will make this crystal clear. With online retail giants like Amazon and Best Buy that have rapid response and turnaround on items, your customers have grown accustomed to. So you need to be there too.
Customers believe everything will have a money back guarantee or exchange policy. It just doesn’t matter what you say or get them to agree to in the small print, they’re going to expect you to waive it and in the end you will end up with the bill. So build a policy that accounts for that and work with in it so that customers get what they want.
About Veracity Consulting
Veracity Consulting’s Customer Experience Management Service helps you transform the customer experience across call centers, sales, and customer service to help you grow. Companies must align resources and support systems with customer-centric operating models in order to effectively manage their end-user relationships across channels and product lines. Veracity Consulting is a Kansas City-based technology firm with a reputation of implementing and managing IT solutions and business strategies. Our mission is to change the complex world of technology into a more efficient and profitable solution for businesses and communities. We use a collaborative approach with our clients to create and implement viable and relevant solutions.
We offer a comprehensive range of commercial and government services in the areas of: IT Strategy and Transformation, Relationship Management, Program Management, Requirements Management, Customer Experience Management, Quality Management, and Data Management and Analytics.