Corporate Vision Issue 4

CORPORATE VISION / Issue 4 2018 51 company website or provide a Web Chat facility for straightforward enquiries? 9. Review your social customer service – there’s no getting away from it, social media is here to stay. Turn this to your advantage by engaging proactively via social media. Create a platform for customers to exchange ideas, feedback and knowledge. This type of social forum will foster a spirit of inclusivity and encourage learning across your customer base. Take it one step further by rewarding ‘super users’ who share valuable intelligence to help the broader community. 10. Make customers feel special – last but not least, all customers like to feel valued. Encourage agents to follow up interactions with personalised calls or emails to make customers feel special. Why not take advantage of routing technology, based on CRM data, to prioritise VIP customers? Both tactics will guarantee increased satisfaction ratings and promote longer-term loyalty. You might find that you do all things already but why not translate them into a customer service manual, that can be shared with the rest of the organisation to stimulate shared learning and ensure best- practice procedures? It’s also a good opportunity to assess the underlying technology that underpins your contact centre operation, to boost efficiencies and customer satisfaction and keep those happy customers coming back for more. 10 Tips for Keeping Loyal Customers on Side g