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To put it simply: focus on your holistic customer experience design before you add new channels. Each channel must prioritize issue resolution and promote customerconfidence rather than get thrown into the mix as a “more is better” afterthought. 2020 Trends in Omnichannel Customer Service. Got 15 minutes?
Customers want to see you at least make an attempt to help them. “We The waittime is 45 minutes.” You’ll have to…” Customers hate being told “you have to…” Find a way to make it easy on them. “No!” We won’t do that.” Almost the same as can’t, but more emphatic. Still, make the attempt to find a solution.
For example, Starbucks customers typically care much more about getting their order quickly than whether the barista uses their name–which is a nice touch and definitely affects the experience, just not by as much as how long the customerwaits in line. What does your website say?
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