By: Skott Schoonover, Strategy Analyst | 02/08/2021 |
In his book The Effortless Experience, Matthew Dixon mentions two things that are congruent with the strategy at Percepta, “We pick companies because of their products, but we often leave them because of their service failures” and “The role of customer service is to mitigate disloyalty by reducing customer effort.” These are basic concepts, but they are the core of everything we do. Here’s how Percepta utilizes these tenets to deliver an Effortless Experience to our customers.
“We pick companies because of their products, but we often leave them because of their service failures.” Whether your company provides a best-in-class product or not, the reality is, sometimes products will fail. The staunchest brand advocates are often customers who have experienced an issue and come away impressed with how we make it right. That is what we strive to do – work with clients to ensure that every contact we have, we make the service experience the best that it can be.
“The role of customer service is to mitigate disloyalty by reducing customer effort.” By utilizing emerging technologies to lead strategic design and optimization, the Strategy Team is constantly looking for ways to advance efficiencies to make each experience as effortless as possible to the customer. First and foremost, we need to ensure that calls are getting to the correct Agent to answer their query, in the channel and hours of operation that they need, minimizing transfers and solving their issue as quickly as possible. This includes exploring the automation of processes to get information to Agents quicker, defining which communication channels are preferred by our customers and even Proactive Uptime solutions among other things. We also leverage analytics to identify failure points that had the customer contact us in the first place. Most customers prefer to self-serve, we identify the top reasons customers contact us and look for ways to reduce that need in the first place.
Strategy’s role is to analyze the data we have, identify effortless experience optimization opportunities and work with our clients to bring them to fruition.