Even if you implement the most comprehensive customer service strategy with customer surveys, comment cards and an employee incentive program, if your customer service lacks authenticity, consider it DOA.
Consumer behavior and expectations have fundamentally changed. Customers see through lackluster service that’s missing a genuine commitment to serve their individual needs. Automated social media channels and customer representatives who refuse to step away from scripted responses, for instance, often fall short of expectations.
The key strategic differentiator to achieve the best possible consumer experience is authentic, regular engagement where customers feel your sincere desire to serve and meet their needs.