Crafting a Non-Traditional Customer Messaging Experience On-Hold!
Crafting a Non-Traditional Customer Messaging Experience On-Hold! According to Accenture 87% of organizations say that traditional service experiences no longer satisfy customers. In the increasingly commoditized world with more distractions than ever, companies have less and less time to capture the fleeting attention of their ideal customer. With an attention span of just 8 seconds, being able to engage with your customer and hold their attention is a vital skill that many organizations struggle with. Research from the Harvard Business Review says that when a customer experiences interaction with a business, they “want to feel as if the interaction was the result of human agency rather than some abstract automation.”
The peak-end rule is a cognitive bias that impacts how past experiences are remembered. Intense feelings of positive or negative emotions (the peaks), and the final experience (the end) often heavily skews overall perception towards the event, especially in hindsight. By providing an experience that a customer has never before been a part of, a brand is able to distinguish itself from the monotonous noise of traditional service.
The phycology of your message goes a long way in helping the customer engage, learn and buy with out thinking you are selling. We have over 25 years of experience crafting messages that help the customer to enjoy engaging with your company even when you personally can not be with them. The Auto Attendant is huge today as you can rest easy knowing the customer is hearing the same great introductory message every time they call. Bubba no longer has to answer the phone by mistake and leave the customer wondering what company they called?
So how to best provide your customers with a memorable, engaging, human experience? Think Outside the box with Messaging for your business. VOIP systems have allowed the company to take messaging to a whole new level. Starting with the Auto Attendant! having an Auto Attendant with voices that are engaging and ready to meet the customer and help educate and move them along with your business experience is KEY! Next the transfer message and then the departmental and On-Hold messages using the same voices. The customer needs to hear you care by what you have provided for them to listen to.
Each touchpoint for your business provides an opportunity to exceed expectations and create a memorable experience for your customer. Customer experience must be at the heart of every business decision and guide marketing efforts within the organization.
Offering your customer the choice without overwhelming them with options is a way to engage their interests without increasing cognitive load. Too many options can be complicated, frustrating and time-consuming, reducing the likelihood of repeat patronage or customer lifetime value. By allowing the customer the illusion of control whilst still guiding the output is a way to captivate audience attention, build stronger brand relationships, and create a unique and memorable service experience.
In the world of a decreasing attention span, instant gratification is key. By giving your customer the opportunity to control their situation you allow for greater brand trust, building a longer-term relationship. Their situation is personalized to their circumstance, leading to greater overall customer satisfaction.
Crafting a Non-Traditional Customer Messaging Experience On-Hold! Give it a try…your customers will thank you!