Customers should feel in control
This is the all-important sense of agency where customers feel they’re part of a conversation with a brand—i.e., that the brand speaks to them, cares about what they care about and has tailored solutions just for them. Here, you should understand a major pitfall to avoid: Regardless of the transaction-based reality of the brand-customer relationship, if customers feel your brand is just selling them something, they will lose not only that sense of agency but also trust.
17
53 reads
CURATED FROM
IDEAS CURATED BY
Had a conversation with a Food Brand last week with a clear challenge in customer service experience. They get complaints from customers every week. After so much probing I found out they have no customer experience design and customer journey map since their formation in 2014. Sharing this article was influenced by that conversation.
“
The idea is part of this collection:
Learn more about business with this collection
How to create a diversified portfolio
How to analyze stocks and bonds
Understanding the basics of investing
Related collections
Similar ideas to Customers should feel in control
Reducing Drop Off Rate
According to a study, around 82% of customers can’t stand a business that does not offer a quick and immediate resolution. They have left a brand because of poor customer service experiences.
There is no other option than a customer service video to meet people’s expectations of ...
The Nervous Newbie
The nervous newbie is your office’s typical newcomer, someone who is new to your office dynamics. They’re trying to figure out what to say and how to behave, and this can worsen if they happen to be of a shy disposition themselves. That said, you can also find the odd enthusiastic party person in...
Read & Learn
20x Faster
without
deepstash
with
deepstash
with
deepstash
Personalized microlearning
—
100+ Learning Journeys
—
Access to 200,000+ ideas
—
Access to the mobile app
—
Unlimited idea saving
—
—
Unlimited history
—
—
Unlimited listening to ideas
—
—
Downloading & offline access
—
—
Supercharge your mind with one idea per day
Enter your email and spend 1 minute every day to learn something new.
I agree to receive email updates