A single message for Customer Experience Management

“We’ve also found that simply providing opportunities for various teams to meet regularly on specific customer interactions helps uncover new ways to serve customers better that might not even have been on the agenda for the meeting or that seem unrelated. It can be something as simple as figuring out that if another team were involved, you could get a vital piece of information before serving the customer and do it faster and better.

You can also ensure that messaging is consistent and branding standards are enforced across channels. The last thing you want to do is confuse or frustrate customers by offering a special discount on one channel but not on others, or create a graphic or message that looks or sounds as if it comes from a different company.”

Read more from Nancy Porte at CustomerThink

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