Humanizing Customers
Blogger Jeanne Bliss posted an interesting article on the MarketingProfs Daily Fix blog about the power of humanizing customers. The post begins with a discussion about a study in Scotland conducted by psychologists from the University of Hertfordshire. The psychologists placed wallets around the city containing varying photos: a baby, a family, an elderly couple, or a dog. The results were intriguing in that 88% of the wallets with baby photos were returned, but only 54% of the wallets with dog photos were returned. Bliss goes on to surmise that the baby photo wallets were returned at a higher rate because it humanized the wallet’s owner. She also argues that in business, we will be more successful if we humanize our customers; by putting a “face” and a voice to their needs, we can emotionally connect with them and better serve our customers.
Contact center workers are in a unique position in that you have the opportunity to hear the voice of the customer repeatedly throughout the day. Unlike others in the organization, you are on the front lines, hearing the excitement about a new purchase or the disappointment when services don’t meet a customer’s expectations. Valuable information is collected in the everyday conversations that occur within the contact center; information that helps humanize the customer and can shape how you deliver the best customer experience. Imagine if your product development team could hear the passion in the voices of your biggest fans, or the concern in the voices of the customers that have been lost because a feature or functionality wasn’t included in your core product.
How would your business change if you could help other departments make a human connection with the customer? What if they could leverage the voice of the customer within their business processes? Sharing the voice of the customer within your organization doesn’t have to be difficult; nor does it have to be an expensive proposition. At Telrex, we’ve lowered the barrier of entry to call recording and workforce optimization solutions. By leveraging the conversations that you have every day in the contact center, you can help humanize your customers for employees throughout your organization.
Contact centers are a huge thing now. A part of it is needed by companies in order to function well in terms of customer care services.
Well definitely, call centers are big help to our economy right now. To know that we are not just helping our customers with what they need but also providing them quality service that they deserve is truly rewarding. Through conversations, we make a human connection to our customers.
Excentrix — contact centers definitely have a great opportunity to make a human connection with customers, and to directly impact the impression that customers have of your company.
How are you using that interaction to help better your company, the products that you deliver, and how you deliver them to the customer? Do you share call recordings and the "voice of the customer" with other departments within your organization?