One of the key elements of most customer service groups these days is to try to solve customer issues the first time around and avoid multiple contacts with the customer over the same issue. This is classically called First Contact Resolution. When someone reaches out to my company, in whatever form or channel, they get their issue resolved the first time. That is what customers want and that is what companies want. So if that is what both of the constituents want in the interaction, why aren't companies using that figure or data point to market their company?
We have heard from just about every company in this economic downturn that the lifeblood of their company is the customer and their experience is paramount to keeping that customer happy. So if the data proves that people just want their issues resolved and companies just want to resolve issues to keep their customers happy, why don't companies tell people about their FCR figures? Why don't they shout from the rooftops that if you come and buy my product or service, I will fix your problem the first time 85% of the time.
Obviously, there are better and more marketing friendly ways to say this, but if you are really trying to keep your customers, why not make sure your FCR is the best in your industry and tell your customers this as much as you can?
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