No matter how hard you try, some of your customers will trust your brand, and others won’t. A big part of your customers will be complicated, irrational, and easy to disappoint. But they still need someone to play the hero and solve their problems.
You can catalog your business customers into three categories: trust advocates, neutrals, and antagonists. If you don’t want advocates and neutrals to become antagonists, you need to take action.
But the real villain in the movie isn’t your customer. The real criminals are poor management, wasted effort, lost opportunity, needless risk, among other things.
Some of the biggest enemies that your customer service department will face are:
- Not having an answer to the customer’s questions
- Transferring calls to the wrong department
- Being flooded with service tickets
- Low-resolution times
- Failing to understand what your customers want
- Customers want a discount you can’t give
- Customers want a feature you won’t or can’t add
- Having to serve multiple customers at the same time
- Dealing with a service outage or a crisis
The list goes on.
Being your customer’s hero might sound exaggerated to you, but it is not far from true. Problems will arise daily, and your customers will need someone to make sure they get the help they need.
Being your customer’s hero in the digital world
As we become more digital, we are losing sight of what made us connect with our customers in the first place: the human connection.
Technology might be fantastic. Artificial intelligence will sure help, but it’s your humanity that will make your business special.
Being there for your customers when they most need it, it’s a great way to show that you care, and that is one of the essential qualities a hero is blessed with.
The human side of your business is your superpower.
If you want to become your customer’s hero (in this impersonal digital world hit by the pandemic), start by showing appreciation and be ready to help.
The good news is that you don’t have to do it all by yourself. Just be sure that you have the correct elements in your customer experience strategy and the right people by your side.
If you need more troops to join the war, let us know, and we will set a team of Avengers (a bilingual-bicultural group of Brand Ambassadors) ready to fight by your side.
You don’t need to break the bank to add pieces to your operation. We can start with a pilot of fewer than 10 avengers and grow for there.
Please take a look at our website. See what we have for you. Or give us a call, and we will be back to you.
