BUILDING TRUST AND LOYALTY
When customers surf the web, we think they’ve got an imaginary post-it note on their forehead saying “MAKE ME FEEL IMPORTANT!” Indeed users always want to feel happy, content and satisfied from the first contact right the way through the whole relationship with the brand. As a result every pixel is placed with the mindset that the customer experience has to be perfect and there is no room for error.
THE WEB AS A CUSTOMER EXPERIENCE TOOL
Websites and social profiles enable brands to be there when and where the customer needs. Meaningful, instant responses in the channel in which they contact you (or even better – in their preferred channel) are expected nowadays. We’re uniquely placed to advise clients on how to provide an excellent digital service in good times and bad. Often the true customer experience colours are seen when there’s an unexpected event, a service crisis or a new product development that doesn’t quite end up as hoped. Whatever the specific scenario, we think it’s incredibly important to stay consistent and provide confident answers to customers, showing that you hear them and you empathise with them.
If you’re passionate about producing memorable customer experiences online, why not consider joining a team that shares your ideals? Explore careers here.