Ways To Fulfil Brand Promise

1. Align customer service operations with brand strategy.
What is often fatal for businesses is the misalignment of brand strategy and operations. Enduring businesses have well-recognized brands – cultivated and reinforced over time by aligning operational processes with their brand promise and delivering on that promise.
2. Set service levels based on rigorous strategic and operational criteria.
High-performance businesses develop a well-defined customer relationship intent that is aligned with their strategic intent. They use this customer relationship intent as a foundation for setting service levels. For instance, companies that rely on customer service as a key ingredient of brand equity should set higher levels of customer service.
3. Manage expectations through proactive, cross-life cycle communications.
Setting the right expectations is critical in making the right promise and keeping it. Your business should have a robust interaction management system that takes into account key factors – such as the business’ work calendar and contact center workload – to make sure that the “right” promise is made.
4. Enhance agent experience for better customer experience.
In order to increase the probability of delivering on the customer service promise, route requests to the right agent based on robust business rules, agent availability, skills, question or problem type, severity, customer preferences, formal service level agreements and customer relationship intent.
5. Provide agents with a 360-degree view of customers.
Forcing the customer to be the contextual “glue” is one of the most cited sources of customer frustration in satisfaction surveys. Consolidate all interactions into a unified customer interaction hub integrated with the enterprise to enable a complete corporate memory of prior interactions and transactions. This can help achieve quantum improvements in customer experience and loyalty.
source: www.managesmarter.com