Talking to the customer service of a brand should feel like talking to a friend. Too often brands do not feel like human entities capable of building two-way communication. Communicating with them feels like being lectured by someone. Companies are made of people and customers who want to communicate with them in a human way.
Consumers’ behaviours are changing, what they envision is every channel connected, forecast made, recommendations shared and customer service contacted whenever they want.
They not only interact more frequently, than ever before, with brands but also have a single interaction on multiple touchpoints.
Today, customer experience is not just the combination of all the interactions that a customer has with a brand throughout the years, but also a balancing act where their present needs must be satisfied while also anticipating expectations of tomorrow. Each moment is an opportunity to create competitive advantage, contributing to a superior experience throughout the customer journey. it is not always clear where to make the best investments in order to improve, nor is it always clear how to measure the success of a company’s CX work.
Social messaging is fast becoming a core component of Customer service. In particular, the ability for Customers to quickly and easily get in touch with your business is very appealing. Through social messaging, Customers are able to have greater privacy, receive new message notifications and get even quicker responses.
Like it or not, teenagers and especially those who are in their early 20s will be your future market. By proactively making your bank youth-friendly, you will be regarded as their trusted partner in the future, instead of merely being something they have to deal with. But before we get into that, let's first get on the same page.