Customer service needs are evolving in a digital landscape. Experts say the best businesses stay agile, while going back to basics.Clients are greeted by name when they enter, and they are offered their favourite cup of coffee. Staff make an effort to remember personal details from a customer’s previous visits – whether it’s upcoming wedding plans, recent vacations or job promotions.
Eric Buesing, partner at McKinsey and co-author of the latest survey, says despite an increase in the availability of customer-service channels, expectations haven’t changed. “When I have an issue, I want that issue resolved, preferably as quickly as possible,” he says.Natalie Vandermaaden, owner of Natalie Maaden Laser & Spa in Guelph, Ont., says a personal touch is the key to building lasting customer relationships.Customers today come with a stronger, more informed perspective.
Businesses looking to improve their customer service efforts could benefit from studying more hospitality-driven industries. Natalie Maaden Laser & Spa’s thoughtful service approach won itfor its customer service and experiences. While guests can book and manage their stays online, view digital menus and contact support remotely, hotel manager Kate Martin told The Globe and Mail by e-mail that, “great service has an emotional impact that transcends any physical offering we can provide.
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