Customer Experience Management
Customer Experience Management is part of the entire customer life cycle life solution. Customer Experience Management is currently being driven by Twitter. Customer Experience Management is all about a precise, accurate and focused approach to customer service and customer project delivery. Twitter does a great job in fine tuning the value add and provides a defined path to explore new opportunities and value propositions. Customer Experience is multiplied by twitter. Customer Experiment Management with Twitter application is a specific customer service skill. The customer service skill is to define and optimize the way businesses serve customers online.
One of the best ways of engaging, motivating and signifying the importance of customer engagement is through proper customer service job training of your team and individuals.
Customer Experience Management in Pakistan
Customer Experience Management is in infancy and goes through various twists and turns. Broken Windows. Yes that is correct. Broken windows. That is the fault with the customer service industry in Pakistan. Too many hypothetical images of support, trust and post -sales activities. However, nothing comes to light. We have seen this time and time again. Companies in Pakistan keep on communicating that they are in sync with the customer base however, there is more that is missing.
Our organization has been in the business of leading customer services. We keep focusing on people and processes. However, we need to also consider the wonderful benefits of technology. Technology is a driven machine that has benefited many companies and organizations around the world. Before any organization can use Twitter or any other medium to service the customers, developing customer centricity mindsets is key. Without developing a customer centric mind-set, you will never be able to allow technology to pave way to new frontiers.
Twitter Technology Benefits in Pakistan Customer Care
Pakistan needs to take advantage of the technology wave. Companies like Nestle, Wateen and other conglomerates need to start using twitter as a mechanism for customer services. Customer Care has now transcended into the virtual and media world of communication. In fact, exceptional customer care is defined as a service offering a variety of channels of engagement. Use twitter for the following services:
- Ticket Creation
- Ticket Closure
- Customer Service
The blue prints are there. Hundreds of different companies all over the world are using twitter profiles to connect and integrate customer service. I would like to state that twitter is to now be used as arm and extension of your service offering. No more contact center and business center focus. Go social. Be viral. Enjoy the ingredients of being active and proactive.
The issue here is that the companies are not geared up to establish technology as a winning niche. That is why we are devoting certain training classes regarding social media customer service. Use the technology will create a certain value proposition. You are reaching out to your customers. You care and that is what matters. In fact, millions of people use services of other companies to be online. So, even if your phone services or internet is not stable or SMS features, use twitter to come online and communicate the new platforms or unique value propositions. Again, remember it is all about engagement and customer experience management. Only customer experience management will drive the success of your organization.
There are customers in Pakistan we have worked with and solely penetrating into the social media platform and creating a value addition. In fact, the costs are substantially lower as compared to marketing through older means. Customers are all online so give them the access to your systems, updates and progresses. If they have bought from you they would want to be connected. This is a known fact.