Over the past few decades, smartphones, social media and a host of new and emerging technologies have changed the way we live, work and communicate with one another. Amid this changing landscape, organizations began to interact with customers on a number of different channels. We’ve all seen the many ways in which brands have succeeded and failed (sometimes spectacularly) in reaching customers on social media, and companies like Zappos have made customer service an integral part of their organizational story.
But social media and a support line aren’t a customer service strategy. They’re necessary, effective tools, yes — but they’re just tools. Instead, an effective customer experience strategy for the new world of work must consider nearly every aspect of your organization, and proactively employ these and other tools to maximize the quality of your customer service and set your organization apart.
Let’s briefly discuss three areas you may not have considered when it comes to customer experience: