| Greater productivity and profits make good business sense. The things that you identify in your customer value surveys that will increase your productivity and ultimately profit becomes a win/win for everyone. Example: 24/7 Access. Defined, your client wants to be able to procure services from you on a 24-hour, 7-day a week basis. Sounds like a nightmare, but properly planned becomes a time-saving communication venue that your client can access whenever and wherever they are that gets routed to the proper service team member and processed efficiently – without interruption or increased opportunity for error. “Are you kidding me?” you’re saying – no way. This is how we’re designing agency websites all day every day now – to manage the CSR’s interruptions, give them ALL the information they need to process a routine change the FIRST time – but spun with a “client service” twist and you’re a hero for providing 24/7 service! What part of that doesn’t sound good? |
