It All Starts With the Connection....Can Your Company Be the Next Zappos?
One of the newest buzzwords is "connection." With numerous brands to select from and with hundreds being launched every day, how can we get customers to be so connected with the brand and much less vulnerable to the competition? After all, in so many businesses, the company may have just one opportunity to turn that customer into a lifetime advocate for the brand. This opportunity can be at the checkout counter, a call with the customer service representative or a sales associate walking the floor at a department store. First impressions are key.
Connecting with customers starts with the associates. Associates, whether they are responding to calls, emails or social media postings, need to also feel connected to the brand. Zappos has based their success on hiring, training and employing people who are passionate about their company, their brand and their customers.
How passionate are your associates? How connected do they feel to your brand? Do your associates think they have the right tools to provide excellent customer service that makes customers feel welcomed, important and appreciated?
This type of research intelligence allows companies to make better business decisions. TCFCR is extremely pleased to announce our first annual Contact Center Communication and Connection Study, that will assess how well the customer service associates -- that interact with your customers -- feel connected to your brand and equally as important, view the departmental communication. The most successful businesses do not live a world of silos; they are winning because they are constantly seeking out new ways to compare what they do every day to the best in class.
For a fee of $1,500, you can find out how connected your associates are today and what they need for tomorrow. Why can't the consumer world be talking about how your company and Zappos truly get it? Just click on the link below to learn more and to sign up before June 15th. |
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Benchmarking Insights Studies
TCFCR is offering three Benchmarking Insights Studies in 2011. These studies offer a myriad of benefits and will provide your company with the information they require to remain a leader in their industry. Contact us with questions or to enroll today!
Contact Center Communications & Connections Study June 1-August 25 Determine the level of connection between your contact center representatives and your brand - are they proud of your products and your company; are they brand-advocates; do they use your products themselves? Ascertain their views on the training and direction you provide them and the value and effectiveness of intra- and interdepartmental communication...[read more] Social Media Benchmarking Study August 1-October 26 Determine how the social media policies and practices of your company and contact center match with consumer expectations and behaviors. Learn what percent of your customers use social media and their demographics, as well whether that group is growing...[read more] |
