Delivering superior Customer Experience
A superior Customer Experience can be delivered by providing customers a convenient, and an emotionally engaging experience.
In the context of Customer Service Operations, this would mean that customers calling for support shouldn’t have to wait on long IVR queues, and the customer service experience should have something in it to delight them. And in the process if we can also reduce the cost of the support operations, then it becomes a sustainable business model for companies to deliver a superior customer experience.
This can be done through a combination of tactical levers that includes among other things a points based reward system, proactive analytics, and a peer reference mechanism. I will elaborate more on this in my subsequent posts.
Comments
Hi Senthil,
Good points. I feel customer self-care is probably the preferred choice. As a customer, I am happiest when I am in control, and don't have to make a phone call at all. Of course, the best solution is to have a perfect product or service!
Posted by: Narayan Balasubramanian | June 18, 2009 11:00 AM
Hi Senthil,
Very relevant post. Is there any metric where customer experience can be measured using metrics of customer service operations e.g., Average Handling Time, Instances of first call resolution, etc? It is interesting to know if this kind of metric is being used in the CSP scenario.
Posted by: Neeraj Deuskar | June 18, 2009 11:31 AM