Today, companies have more customer touch points to manage than ever before – face2face, phone, email, web, video, and social media, just to name a few. Different departments, like sales, marketing and support are interacting with your customers, often using different processes, different languages, and different tools. Your brand is directly impacted by the way these conversations are handled by employees throughout your organization. This may be a good time to re-examine what it means to have a relationship with your customer.

Each interaction can either be an opportunity for positive engagement or a recipe for disaster. A single post or tweet can go viral anytime. Aggressive competitors are vying for your business. The customer does not see, or care, how difficult it may be for your departments to orchestrate a meaningful conversation. They have invested in mobile tools that allow them to communicate with your company from anywhere, anytime and it’s up to you to make this experience a positive one.

Putting systems in place is only part of becoming a customer company. To make it a great experience for your customer to interact with your brand requires real two-way conversations. This means, not only providing the mechanisms to allow engagement to take place, but to actively participate, listen and take action where necessary.

At the end of the day, to win the hearts and minds of your customers, you need to provide consistent and high quality products and services. But if you can make it worth their while to engage with you in a continuous conversation about your offerings, you may be on your way to becoming a customer company.

Here is how we help our customers approach the journey to more customer focus:

  1. Define objectives and metrics for customer interactions
  2. Select a platform that facilitates consistent engagement across channels
  3. Define guidelines, phrases, escalation processes and resources
  4. Develop training material and train customer-facing employees
  5. Engage with your customers in continuous conversations

Check out this Salesforce Video about becoming a customer company:https://www.youtube.com/watch?v=2wTE3k0GqTg

By Benafsha Irani, Managing Partner, West Coast Consulting Group

#Lightning #SalesforceLightning #ClassictoLightningMigration #ServiceCloud #SalesforceImplementation