C3centricity Podcasts

My seven learnings about excellence in customer experience: 1. Introduce yourself In business, we often forget to introduce people in meetings and when we do, we don't explain their responsibilities. Perhaps if we did this, there would be far fewer people in meetings, as only those with a real reason to be there would attend! Direct contacts with customers, whether by phone, email, chat, social media or in person, deserve the same detailed introduction. This moves the connection from a somewhat cold, professional exchange, to something far more friendly and personal, if not actually personalised. 2. Confirm that you know me Most businesses could benefit from confirming who their customers are. Whether by careful targeting for marketing purposes or by reviewing notes of previous interactions with customer services, a company needs to immediately recognise a (returning) customer Personalisation has become essential in all engagements between companies and their customers. In fact, this is one of the most impor