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Are You Delivering the Groundhog Day of Customer Experience?

Darin Reffitt

Darin Reffitt,
February 02, 2018

In the movie Groundhog DayBill Murray's character, Phil Connors, lives the same unfortunate day over and over, until (spoiler alert) he finally learns some valuable lessons about himself and finds a way to move past midnight.

For consumers, dealing with customer service can often feel the same way. Regardless of which company they're working with, the customer experience feels eerily familiar—long waits on hold wondering about the status of their claim, mortgage, or order, and automated systems that feel—well... automated.

Here are four ways to differentiate your customer service to avoid putting customers through that déjà vu feeling:

  1. Don’t leave customers wondering.  Instead of leaving customers waiting for answers or worse, frustrating them to the point where they finally pick up the phone to call a call center, processer, or claims adjuster, instead ensure you keep customers updated with proactive messages  at key points along the customer journey;
  2. Don’t send all calls to a call center. Instead of sending everyone to a central location, delight your customers by using brand-specific caller ID, or tap into your CRM data to direct calls to their local office, branch, agent, or financial advisor for more personalized service;
  3. Leverage customers’ channels of choice. Provide customers with status updates via the best channel—phone, text message, or email—to keep them feeling like a part of the process; and finally,
  4. Optimize your Alexa Skills and Google Actions with real, human voice to match your brand. Instead of their hearing the same native voice your competitors are using when accessing your company's Alexa skills or Google actions, provide better audio with natural-sounding voice that supports and differentiates your company.

Just as Phil Connors ends up happier and more fulfilled once he escapes his never-ending day, you can find your own happy ending by partnering with SPLICE to deliver all of the above solutions, resulting in increased sales, reduced costs, and improved customer satisfaction & retention.

Want to learn more about optimizing your customer experience? Contact SPLICE at 1-855-777-5423.


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About the Author

Darin Reffitt

Darin Reffitt

Darin Reffitt joined SPLICE as Vice President of Marketing in June 2017, responsible for all inbound and outbound marketing for the firm. Darin has over 20 years of marketing experience, including a broad range of expertise within both the B2B and B2C spaces, including the areas of lead generation, inbound marketing, social/digital marketing, conference & event planning, advertising, collateral development, thought leadership creation, sales operations & management, direct marketing, and strategic planning. Prior to joining SPLICE, he was the owner of his own marketing firm, Marketing Intelligents, following marketing roles with EIS Group, BNY Mellon, PNC Bank, Sovereign Bank (now Santander) and The Franklin Mint. He obtained his Bachelor's Degree from Ursinus College and his MBA in Marketing from St. Joseph's University. He is also the volunteer VP of Marketing for the Insurance Accounting & Systems Association (IASA), volunteers with other organizations, reads voraciously, speaks occasionally on social media, networking, and personal branding, and golfs, albeit poorly.

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