The customer relationship

• Prospective and existing customer relationship: target client gets the royal treatment
• The customer relationship generally covers the customer lifecycle, from its inception and the formalization of their needs up to the consumer’s last use of the purchased product or the end of the contracted service.
• Satisfaction surveys and questionnaires show a big difference in experience between the prospect phase and the customer phase
• In the “prospect” phase, the future client is reasonably satisfied. They are free, they have not yet made a choice, they have been courted. The longer the negotiation step is, the more consistent the perception of customer advantages becomes
• Once a true customer, the context changes entirely. The new client sees that its provider has set quite a bit of distance between them. For after-sales questions, the menus presented to the new customer are generally composed of oftentimes maladapted telephone platforms, interactive vocal servers, and FAQs. In the end, one is left with too little personalization, interaction, process, and no room for the provider’s agents to move, and these ingredients all combine to create frustration and tension for the customer that finds themselves in an unexpected situation (customer requires a lot of support to understand their case, contradicting rules that are difficult to parse out, etc….). Then, a strong self-service rationale develops within the customer relationship which pushes them to understand on their own, inciting them to spend a lot of mental energy for any non-routine action or transaction.
• For these non-routine customer relationships, they need to be strategic, choose the right channel, understand, and interpret the responses, absence of responses, and any responses outside their case.
• Chat and email, when available, are preferred.
• Customer support centers have more often than not become complaint centers
• When ways are blocked, customers resort to social media or solution-oriented blogs, and try to find a more human approach that speaks to, corresponds with, and understands their experience.
• When the businesses who impose these strategies in an effort to not sacrifice the customer relationship come face to face with the clients who suffer because of it and just want to be understood, the customers come off worse despite the networking technology put in place to bring about a closer bond, except in certain cases where they are able to trigger a reaction in such a way that may threaten the company’s brand.
• It is possible to exactly align new technologies with human work so as to reduce unproductive confrontation between businesses and clients, all at acceptable costs.
• Click here to speak more about it with us and to see if it is possible in your area of business.
We may be capable of giving you a quick opinion based off of a blend of methods, ideas, technology, and questioning that can support your desire to improve your relationship with your clients.

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