The customer’s service experience is key to brand building
The customer service centre has seen more change in the last five years than it has in the last 35 years combined. Thanks to higher customer expectations, multiple points of engagement, and the growth of social media, the customer service landscape is now more complex than ever. And the customer’s service experience remains central to their perception of the brand.
In this document, Plantronics explores the ways customer service centres can make small, incremental changes to deliver service quality that customers now demand. Looking to the long-term, we examine how customer service centres that shift to a customer-centric model can maintain these gains, and help build the brand in the face of growing customer power, expectations, and scrutiny.