Whether you are an avid college basketball nut, or were roped into the “madness” and took a more creative approach to team selection (Hey, those jerseys are neat!), there are 9.2 quintillion possible combinations you could have ended up with by the time your March Madness bracket was complete. That’s 9.2 billion written one billion times. You had a lot of tough decisions to make.
Imagine if each of those decisions could have affected the way your company runs— organizationally and on the consumer side. That feeling of the unknown many get while filling out a bracket is a lot like how it feels when making customer communication decisions, with just as many potential outcomes. Even the smallest choices matter in the long run!
Repeat calls, for instance, are an often overlooked source of customer information. Often seen as an organizational “air ball,” a repeat call can actually become a valuable tool in your overall customer experience strategy. (What are a caller’s pain points? Can you apply your findings across other communication channels?) Read More >