How to Ensure Your Customers are Participating
At this stage, you've implemented a software.Your system is probably displayed on a tablet or sheet of paper, handled by the client's Customer Service Representatives (CSR).
What Role Does the CSR play in ORM?
FACT: Overall success is dependent on staff participation and persistence. Zero pitch = zero stars.
To ensure that CSR's presentation to clients is organic and consistent, we provide materials and walkthroughs to staff prior to implementation.
If front-end skepticism sparks the refusal of staff involvement, the entire process will be an uphill battle. Change is scary, so implement a system that is easy to use and simple to learn.
Learn More: BrandLoyal Animation
In early stages, BrandLoyal experienced these progress barriers. In time, we implemented an unconventional method for our sales representatives to follow.
Our strategy:
Pose as a CSR for a day and experience front-end processes first hand.
Although there is no immediate monetary compensation, there are many advantages.
Benefits to adopting this approach:
- Accurate understanding of day-to-day processes
- Thorough communication of software to CSR
- This will prevent future headaches
- Effective strategy building
- Developing trust with staff by adding a face to your brand
- Proof of genuine interest in success of the consumer
- Vertical and horizontal word of mouth referrals (HUGE percentage of business transactions)
- Opportunity to pinpoint shortcomings and provide a solution
- Understand industry fundamentals and processes for future leads
There’s no better experience than field experience, so take advantage of differentiating opportunities that most wouldn’t consider.
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