Customer experience is critical. Business-to-customer relationships parallel person-to-person relationships in the most basic way: everyone wants to be shown a little love.
Single touch-points occur all the time- for example, asking for a cup of sugar from your neighbor. However, it takes multiple touch-points to develop a true relationship so before you call your neighbor a trusted friend, you might help him dig his car out of the snow, your children may play in each other’s yards, he might come to your barbecue, and so forth.
Business-to-customer relationships are similar. Focusing all of your customer relationship energy on the sale may result in short-term gains, but if you neglect other stages of your customer lifecycle (customer support, service, renewal, etc.), you’ve lost out on a huge opportunity to make a life-long customer. It’s time to start thinking about how best to improve customer experience.
Building out the customer experience
Ready to hear what Holly Chessman, VP of Marketing at Glance Networks, has to say about how to show customers love throughout the customer lifecycle? Read the complete article about improving customer experience on Business2Community: Customer Experience: Show Customers Love at Every Stage.
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About Glance Networks
Glance helps enterprise organizations create the ultimate customer experience with smart, omni-channel visual engagement solutions based around integrated cobrowse, screen share, and one-way agent video. We are one of the world’s simplest, most reliable and secure platforms that enable companies to see, show and share anything online, creating a frictionless path to great experiences in sales, support and customer service. The result is improved customer satisfaction and loyalty, increased revenue growth and operational savings. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations – we transform the customer experience for today’s business. Learn More »