As resources are cut and demands increase are we losing something with our public sector customer services?
by Kate BenthamRead More
In an increasingly automated world, we consumers are being forced to channel-shift into more and more self-service shopping. But what's the impact on customer experience and reputation?
I was reminded again recently how important customer experience is to a company’s brand and the potential impact a single transaction can have on an organisation’s reputation. This is particularly the case where brand communications aren’t joined up and both your customers’ and employees’ experience are not aligned.
It all started at one of those high street self-checkouts. You know the ones, “unexpected item in the bagging area” (we think you’re a thief) or “approval needed” (you’re how old?).
There is a growing realisation that digital communications needs to be two way. If it is two way then questions about your organisation get asked. It's time these questions were plugged into customer services. Here's how one forward-thinking organisation has done it...
by Matt Bond
Picture the scene. You arrive at work on a Monday morning after a weekend of downpours to find your social media accounts inundated with cries for help. Requests to clear a flooded drain sit alongside a query on how to find out if a dead cat has been collected by Council staff, and much more besides.
A Tale of Two Teams – how Norfolk County Council made Twitter a genuine customer service channel
In October last year colleagues of mine in our customer service team took over responsibility for replying to enquiries we received through Twitter. I’d like to say it was my idea but actually the desire to do this, and the foresight of how it could be developed, came from customer services.