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A simple greeting can be the competitive difference. Today, customers expect immediate response. According to McKinsey Quarterly, how we deliver is as important as what we deliver.
1. Understand how customers view the interaction to better align their experiences.
2. Continually gather feedback. Know what is most important to your customers so you can provide the best value, react quickly to changing needs and increase satisfaction.
Take customers on a journey. It’s the human element that customizes the experience and makes the interactions memorable. Technology is only a tool to speed the process and expand the touchpoints for successful engagement.
– Jane Dvorak, SLJ 100 Communications