A first and last name in a letter is a first step. Personalization also means putting the name of the managers on the company side, in order to show that there is a person and that the company is not an army of shadows. Communicate the right message , on the right channel , at the right time . Telephone and email are no longer the only channels, chat, chatbots, social media… have become channels to take into account in B2B. Simplify certain processes , in particular that of contractualization, by opting for electronic signature and electronic archiving.
The receptionist in the company lobby
Thus, setting up a 0 paper objective is already a first step towards quality of service. Involve all employees of all departments and do not take one or two departments Israel Email List to optimize the customer journey because it will not work. I repeat, the Customer Experience is everyone’s business, from the receptionist in the company lobby, to the after-sales service advisor, including accounting. Set up support for employees to help them improve their skills and feel good about their work station through benevolence. Indeed, an employee who feels good about his job is an employee who will be less absent and therefore more diligent and therefore more productive for the company.
To be able to maintain the pace
We are in a win-win situation. An employee whose objective is to help customers (and therefore to whom the “why of the Customer Experience approach” will have been explained), and not to work “hours” or work will make BI lists all the difference. Otherwise, when there are fewer employees present, the activity refocuses on those present and it is therefore difficult to be able to maintain the pace with a high number of requests, which has an impact on the customer journey and therefore on customer satisfaction. Where to start when you want to optimize your Customer Journeys in B2B.
