When customers contact a brand, they want to be treated like people, not problems.
Who can blame them?
Welcome to the future of customer care.
There, relationships will matter more than transactions.
Gone will be the days when customer queries automatically get routed to agents specializing in, say, rebates or product exchanges. Instead, agents will also be paired with customers based on long-term relationship compatibility and customer lifetime value.
Needless to say, these agents of the future will have cross-functional expertise, making them, in essence, super agents.
Ten percent of customer service organizations have already begun preparing for ...