Customers tend to take their relationship with a brand very personally. They “like” their favorite stores on Facebook, cringe when you mention a certain mobile company, or recommend favorite products to their friends.
Customers tend to take their relationship with a brand very personally. They “like” their favorite stores on Facebook, cringe when you mention a certain mobile company, or recommend favorite products to their friends.
Is your brand exhibiting warmth and making your customers feel important? When a customer walks into a store, do your sales people greet them with smiles? Does your website offer an easy and pleasant shopping experience? Although you may think of each of these channels as separate, a customer sees each of these as equals - multiple ways to interact with their favorite brand.
Customers expect to have the same experience across each channel. For example, each time they walk into a retail establishment, they may receive exceptional customer service. However, when calling the customer service center for help, a negative experience could have major repercussions on the relationship. Be sure to continually evaluate and optimize each channel so the best customer experience possible is being delivered.
Remember, with great customer service comes great responsibility. The more you offer, the more your customers will demand it.
