Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

What does great customer service sound like?

Blog
26th May 2017

customer-relationship

My colleague David recently blogged about delivering the experience your customers expect and suggests that it’s time to put CX on the board agenda as a #1 priority – the 93% statistic highlights that it’s now essential to deliver a great experience.

Micah Solomon recently also wrote an interesting article in Forbes magazine about how sounds can be much more important to a customer experience than one might immediately imagine. He cites the example of a hotel where he can hear the surf on a beach and the bar plays relaxing music – all carefully considered to ensure that the acoustics of the hotel make it a relaxing place to be.

This article makes an important point around how the customer experience can be designed.

Sound is just one aspect, but it gives several good examples of how thinking about sound use can be important:

  • In a hotel, is your room quiet enough for sleep or do you endlessly hear the nearby elevator rumbling past?
  • In a bar or restaurant, is the music loud enough to provide an attractive ambience, but quiet enough for a conversation to take place?
  • In an airport, are the important announcements made on a system that is clear or one that sounds like feedback during a loud rock concert?
  • On a bus or train, does the staff actively discourage passengers from playing music or movies on their phones without using earphones?
  • In a hospital waiting room, do the chairs squeak and equipment rattles around noisily?

Some of these examples may sound trivial, although sleeping all night next to an elevator isn’t trivial if you want to work the next day. However, what Micah is saying is that when considering your customer experience it is not only the big things that count.

Yes, you might offer customer support 24/7 across a range of channels, but have you really worn the shoes of your customer and experienced how your service sounds, looks, and feels? Can brands afford to ignore the needs of today’s connected customers? This paper examines what a truly omni-channel experience delivers to customers, why it’s good for business and the steps needed to achieve it.

These ideas around senses and the customer experience are important because how the customer feels is what they will remember. Make them feel great and they will return time and time again. What do you think about this idea around senses? Leave a comment below and let me know, or get in touch on LinkedIn.

 


Helen Murray
Article by: Helen Murray

News & Insights

Solution Designer
Service Provider
Technology Enabler
Blog
What should brands know about demographics and emotional connection?

For the third chapter of the Webhelp Disruptor Series, Webhelp takes a deep dive into the hot topic of ‘emotional connection’ and explore the following questions: ·        To what extent emotional connections exist between consumers and brands? ·        What forms an emotional connection? ·        How people behave if they are emotionally connected to a...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Whitepaper
#4 OneShot – Culture

Table of Content: A Word : Location A Figure: 32% stock market valuation for companies with a strong customer culture Three Opinions: Culture, what impact does it have on your performance? A piece of information: At Renault, design has become THE cultural priority. A Demo : Cultural...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
New Webhelp commissioned research reveals that customers will pay more, be more loyal and recommend brands they have an Emotional Connection to.

Data shows emotional connection increases consumer action To thrive in today’s competitive landscape, it is essential that brands cultivate an emotional connection with their customers, according to a new YouGov online survey of 2,013 GB adults. Commissioned by leading customer experience...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Webhelp raises £31,000 for charity partner Together for Short Lives

Generous Webhelp employees have raised an incredible £31,000 for Together for Short Lives, which was the company’s corporate charity partner for 2019. Led by their Engagement Ambassadors, they took part in some inventive, inspiring and fun activities to raise vital funds for Together for...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
[Fashion] Fifty Jeans – Launch your brand without cashflow problems!

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Load more
×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook