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Better Ways to Stay Connected with Customers within Call Center Operations
By Jamie Epstein, TMCnet Web Editor
To find out what a customer really thinks about a company, typically organizations resort to popular methods such as surveys and focus groups. However, a much better way to improve call center operations that keeps up with newly introduced technological trends is to implement multiple strategies such as listening to what customers really need and want by leveraging person to person feedback that could be found on social media websites including Facebook and Twitter (News - Alert).
A blog post from Knowlagent, a company that is deeply involved in the call center space, looked recently at how shoe giant Zappos interacts with customers in a way that makes them feel as if they what they say truly matters.
Currently, Twitter is being leveraged by Tony, the CEO of Zappos, to easily remain in contact with people. There are ten important rules to live by to guide the way you keep in touch with customers in a “natural way” including: delivering WOW through a high level of service, embracing and driving change, creating fun and a little weirdness, being adventurous, creative and open-minded, pursuing growth and learning, building open and honest relationships through communication, building a positive team, doing more with less, being passionate and determine, and remaining humble no matter what.
“Twittering is a natural part of the ‘conversation’ Zappos.com has with customers, suppliers, and now, many people around the world,” the post revealed. Zappos also takes the extra step of responding to tweets where people refer to their organization which allows them to contact individuals in a relaxed environment on a level playing fieled.
As the shoe fanatic company continues to expand, Twitter is helping to make its connections with both prospective and current customers be on a much more personal level.
The post concluded, “Following Tony on Twitter creates an unexpected bond. People feel like they know him, so of course they want to buy things from his site. Twitter is deepening Zappos.com’s connection beyond their initial fan base of zealot female shoe buyers, helping them to expand into many other product categories beyond the shoes they originally sold.”
Edited by Amanda Ciccatelli