Customer Care
Customer Care: The Driving Force Behind Satisfied, Loyal Customers
In today’s world, customer care is as much about satisfaction and loyalty as it is about solving immediate problems. Executives who lead this function within an organization are charged with more than just overseeing a “customer service” department. They are responsible for ensuring that each interaction between customers and the company is meaningful and valuable, and for figuring out ways to turn those interactions into lasting relationships.
A Completely Different Mindset
Companies that lead in customer care are relentless in their pursuit of the “customer experience.” (In technology settings, sometimes “user experience” is the term used.) These companies have de-siloed their relationship management across communications and have become Omni channel in their approach. They are well ahead of others not only in providing real-time support, but also in understanding the value of interactions and the overall journey.
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