When Covid is limiting the number and corrupting the nature of the customer touchpoints you’ve built into your carefully designed customer experience, what should you do to fight back, to give your brand the best hope of delivering an experience that’s on par with what you were offering in the “before times”?
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Here are five pointers I’ve been emphasizing recently as a customer service consultant and building into recent iterations of my customer service training sessions and programs.
1. Put your customers at ease–and give your brand an “unfair advantage” –by absolutely nailing your beginnings and endings. These two points, what the Ritz-Carlton Hotel Company calls the “warm welcome” and “fond farewell,” are the moments most likely to linger in your customers’ memories, due to the psychological principles known as the primacy and recency effects. If you can provide comfort to your…