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In case you haven’t noticed, it’s 2016 and brands still don’t get it. The fact that consumers are forced to call a 1-800 number and wait on hold in an age of instant digital connection is downright unbelievable.
There are some adult to-dos we all dread. Like finding out why the cable bill mysteriously increased, changing a flight, dealing with taxes...the list goes on. And on.
On the frontlines of browsing chaos, customer care professionals (aka CCPs) are the protectors of brand image, the first-responders in times of trouble, and the superheroes of a meaningful experience.
In the blink of an eye, 2015 is coming to a close. For consumers, that means festive decorations, baked goods, wish lists, and of course, a few days of long-awaited time off with friends and family.
There are many types of holiday enthusiasts. Like those who are already blaring “White Christmas” on October 1 and basking in the joy of early coupons.
