When it comes to a magical customer experience, there is no magic to it. As Jeannie Walters explained, customer experience is being proactive, where customer service is being reactive. Some of the highlights that came from this discussion with Cater Gibson of UserVoice, Ally Greer of Scoop.it, Colleen Young of Canadian Virtual Hospice, Mila Gates of The Integer Group, Krysta Gahagen of MotionLoft, David DeWald of TechWell, Terez Baskin of Dbabetta, Debbie Horovitch of Sparkle & Shine and our guest, Jeannie Walters of 360Connext, were:
- Silent Negativity
For every person you hear from, there are probably 9 others feeling the same way that will never say anything. You may lose their business and never know it. Jeannie believes this number is actually very low.
- Walk In Your Customers Footsteps
One of the most common problems is having an objective point of view. As a store owner, when’s the last time you walked in the front door like your customers do? The same can be said for how you like at visitors to you site or people calling on the phone. It’s difficult to be objective when it’s your business.
- Rewarding Your Customers
Companies with community managers are already rewarding their customers, as part of the community manager’s job is to listen to the customers and be proactive to what they want.
- Take The Extra Effort
It doesn’t take , but it does take effort. Providing the correct link can be the difference between a magical customer experience and a lost customer.
Want more details of the conversation? View the full discussion on YouTube or watch below.
Here’s a slideshow featuring some of the people who participated in the Twitter chat:
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