by twieberneit | Jun 17, 2017 | Blog |
With mobile phones taking over our lives and conversational interfaces becoming ubiquitous there is certainly a new level of demand arriving at customer service centers. Customers do not accept a mediocre service experience anymore. With their smartphones they have the means to get to customer service with nearly no delay and they are certainly willing to use it. And they do it. In this situation customers are often already feeling some frustration or disappointment because they couldn’t achieve what they wanted to achieve in the first instance. They already had their taste of a suboptimal customer experience. Frustration, disappointment – customers’ negative emotions towards a brand have a corresponding negative impact on the business. Customers just might go buy somewhere else. After all, in times of smartphones this has become simpler than ever. The support center now has best chances to add the feeling of being disrespected and outright anger into the mix. Or it can create a feeling of relief, of being respected, valued, even some satisfaction; this in spite of having come into the need of asking for support. Here the service agents have the opportunity to create a positive customer experience out of a poor one – one that will overlay the negative one. Use Customer Service To Create Positive Emotions Which one is better for the company – and the company’s bottom line? The answer to this question is pretty obvious. Inmoment Research recently released a study that clearly established links between positive experiences and positive outcomes for a company. And this was not the first study finding that investing into positive customer experiences results...
