3 Top Tips for Customer Engagement Leaders | Rob Clarke at Blue Sky
In an ever-changing world and with ‘Text-to-Switch’ nearly here, many are asking the question: how do we retain customers when they no longer need to speak to us, to leave?
Whilst pro-active activity through outbound telephony and digital channels, will of course play a part in the strategy, it’s going to involve a huge effort before we match the volume of touch points that we already have through our existing service channels.
We don’t believe you need some dark “Switchcraft” to win the day; it seems logical that retail, web chat, field and contact centre will all play a large part, for the more successful among us, in the new Text-to-Switch era.
At Blue Sky, rather than seeing the operation as two different functions: sales centres (revenue) and service centres (cost), we aim to add value to the customer at every touchpoint. We call it delivering “The Value Experience”™:
There are key skills ‘Agents of the Future’ will need. We believe ‘Create Value’ is one of those skills so here are some key pointers to crack on with.
We’d love to share insight and stories of where we’ve worked with multiple Telcos to drive Advocacy, Accountability and Curiosity to deliver lasting outcomes across people, customer and business metrics.
You may agree with Blue Sky that what’s typically missing from most customer interactions in the UK is a real sense of curiosity: people who are genuinely interested in knowing more about their customer’s needs, expectations and wishes. But getting it right is like the holy grail.
The best for service companies we work with have a clear understanding about the importance of setting up a call for success. Advocating properly at the start of the conversation does three key things, take a look at what they are.
BT Enterprise Customer Service were looking to transform service and drive value through their customer experience teams.
Based on our successful, long-term relationship, Blue Sky were engaged to design and deliver Great Conversations, a top down, leader-led climate and culture transformation programme for customer experience teams across the division involving 600 managers and over 7,000 team members.
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