Now more than ever, it seems like employing an empathetic approach with customers is important for a company to be successful. With interaction changing and evolving with the pandemic response, companies are trying to find ways to make that connection more robust between customers and providers.
Even with the challenges of how we communicate these days, companies can find ways to bridge those gaps and bring the human element back into technology-driven tools. Here are some ideas for you to consider.
Making the digital human
When it comes to digital interactions and AI, consider finding ways to make that kind of conversation a more “real” experience. Among the suggestions in a story in CMSWire are to leverage chatbots with personalized responses or even first names, as well as making sure a person sends a thank-you card to someone when ordering something online, even if they’ve had no other human interaction.
Work on establishing loyalty
Seeing yourself in the customer’s shoes can extend to all the touchpoints a company may have in place. Offering special features to longtime customers, and using the technology at hand to do so, can go a long way in earning customers for life.
Merge online with brick and mortar
The article brought up an interesting point: instead of saying that you are doing multi-channel marketing or strategy, think of it as one unbroken experience for the customer, no matter where they purchase something. A single strategy ensures that the customer journey will be seamless, no matter what.
There’s a fascinating correlation between customers and vendors, as mentioned online. For two weeks, Harvard conducted some experiments in their cafeteria. There were four different scenarios: one where diners and cooks were obscured from each other, another where diners could see the cooks, another where cooks could see diners, and the fourth were diners and cooks could both see each other via video.
The teaching moment from all this was that service was faster and customer satisfaction was greater with that last scenario. Making that true connection, even via a device, made a difference in at least some of the interactions.
Communicating a message of empathetic customer service is essential while providing the chance for those same customers to reconcile their debt with your business. At ARO, we can help you navigate all the changes that are about to take place with debt collection. We make it our purpose to reconcile debt with an approach that puts people first. Find out more about what we have to offer businesses on our website.
