Customer Service Week Is Nearly Over—But the Work Is Not Done
All week, we at Verint and many of you have been celebrating National Customer Service Week. This week-long event spotlights how great customer service is the foundation of successful companies. We honor and thank the professionals on the frontlines who serve customers every day.
As we know, the world is changing quickly before our eyes. While much can be discussed about “The Age of the Customer” that we’re now in, we can all probably agree on this: Every successful organization maintains a focus on one priority above all others over the long run: serving their customers with excellence.
Every year during this week, I like to remind my organization that customer satisfaction is the ultimate success measurement, and it influences what we do and how we do something. However, keeping customers satisfied is a constantly evolving journey these days—customers increasingly demand an omnichannel experience, and social media has given everyone an open microphone. One customer experience can be quickly heard around the world.
Because your customers can potentially influence many other people’s decisions about your company—positively or negatively— have you taken a moment this week to thank the people in your organization who interact with your customers every day and help ensure their satisfaction?
Of all the departments in your organization, your customer service employees may have the biggest impact over time on your customer experience. Every day they take in data and intelligence from customers that can be turned into insights that can help your organization change course if needed—perhaps to emphasize particular strengths—and quite simply make better business decisions that help meet your customers’ needs.
So, what do your customer service teams need to make that happen? Understanding what your customers want and need from the start can arm your customer service teams appropriately. They can effectively serve as the critical link between your company and your customers. Truth is, what they hear every day from customers can help make the rest of your departments more successful if it’s shared. Promoting collaboration and cross-departmental knowledge sharing creates a win-win outcome—and it can enhance customer satisfaction and employee satisfaction.
We all want to keep our customers loyal. One of the most effective ways to do this is equipping our customer service teams for success—and keeping the communication lines open. From all of us here at Verint, happy National Customer Service Week!
The post Customer Service Week Is Nearly Over—But the Work Is Not Done appeared first on Customer Experience Management Blog.