Winning Customer Trust through Omnichannel Communication | Steve Bederman on Amazing Business Radio

Shep Hyken: I talked about how to create customer amazement. And one of the end result is that there’s this consistent and predictable experience. That’s predictability. I think as soon as you make a promise and keep a promise, they always do what they say they’ll do. How hard is that?

Steve Bederman: Well, it must be hard, though. Because when I started building my own businesses in the mid 90s, I entered actually into the contact center space and developing call center. We call them dialers in those days, predictive dialing, and they were really the heart stone as they even are today in terms of somebody’s business.

So in other words, we could not be sure that we can help somebody be successful, but we darn well can be sure we would kill them if we failed. I thought, if they would just try me, they would see that when I say we’re going to do, we’re really going to do and if we do what we say we’re going to do, they’re really going to be happy.

We heard stories from all over the industry about how companies sold them a lot, and didn’t do a lot or didn’t support them. And I thought, what the differentiating factor is, it’s how we care.

Steve Bederman on the Amazing Business Radio Podcast.

The two professionals talked about the best communication strategy for customer service, social media, building customer trust and loyalty, omnichannel customer service and the difference between multichannel and omnichannel customer service

Listen to the full episode here:

The only thing even today, that separated us was our embrace of the client experience. And I’ll end by saying this, that when client experience is not the differentiating factor, then we’ll know that the world is really make a promise, keep a promise, because until then, when I can separate myself just from doing what I say, I’m gonna do shame on the world.

Shep: All things being equal, give a good product, give decent service, and make sure they can trust you, what’s going to happen? Because you said that was your big differentiator in the beginning, adding value. Trust does add value.

Steve: I see trust as the outcome of doing the next right thing, and doing it often enough and sustainably that people believe it. And once they believe it, they trust it will happen again.

Shep: Let’s go to true social media: do you see people in the context or world which is what you’re in? Because people are out there saying, not just making comments about your company, but asking for help about the products that you sell. How important is it for companies to have a presence and be monitoring that? And what’s the best way to go about it?

Steve: Pay attention to a customer, you know, and it’s back to the earlier part of the show, and ask them what’s the way that they can communicate that gives them the most comfort and sets them the most at ease with whatever the type is, and then offer that to them.

In any case, with all of the companies that provide this not just noble does it give your your side, the company side that making the call initiating or the communication, the ability to to make the choice and just like you said, switch and choose.

Communication is just communication. Find the way that works. How lucky are we today that we have a world that allows us such a wide range of ability to connect with each other and that can be used beneficially and even profitably, you know, how lucky are we to be alive today?

Shep: Is there one last nugget you want to share with us something extra something you want to reiterate? What would that final moment be?

Steve: Well, I would say this, especially for business, get comfortable saying yes. And get uncomfortable saying no. So don’t reserve the right to say no, just say yes. And then follow through.

 

Share This Post

More To Explore

The NobelBiz Voice Carrier Network: A Tailored Solution

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. The foundation of these interactions lies in the robustness of their voice infrastructure. While finding a voice provider might seem straightforward, with almost every Contact Center as a Service (CCaaS) provider offering voice services alongside their software products, not all voice services are crafted equally.

Read More »

15 Crucial Call Center Software Features for 2024: Must-Have Capabilities & Requirements

The transition from traditional to digital call centers is mainly thanks to the transformative impact of new software. It’s no longer just about handling calls more efficiently; it’s about creating a more tailored and engaging customer experience. Software solutions offer a world of features that cater to various aspects of call center operations. These features range from managing calls to analyzing customer data. This transition is simply vital for call centers aiming to stay competitive and meet the evolving needs of their customers.

Read More »

Navigating the SMS Landscape: Compliance, Strategy, and Innovation

SMS (Short Message Service) has become a pivotal channel in the contact center industry. This article, inspired by insights from Holly Depies, contact center software consultant and SMS expert at Nobelbiz aims to unravel the complexities of SMS marketing, from compliance hurdles to strategic innovations, equipping you with the knowledge to transform your SMS campaigns into potent engagement tools.

Read More »

Free 30-day Proof of Concept

Unlock Your FREE Month of licensing and take your contact center to the next level.

Fill in this form and save big on your tech stack with NobelBiz OMNI+ cloud contact center software!

"*" indicates required fields

Hidden

Expert Form Tip: Sign Up with Google ReCAPTCHA

To use the CAPTCHA field on this form to protect your website from spam and bot abuse you will need to sign up with Google ReCAPTCHA. For more information on this, check out the Docs.

Important: Delete this tip before you publish the form.

Name*
This field is for validation purposes and should be left unchanged.

Warmth Beyond Winter

We're adopting a family for one year.
Let's make an impact together.

NEW WEBINAR ON-DEMAND:

From Leads to Profits: Mastering Outbound Lead Generation and Sales

New On-Demand Webinar

Mastering Call Center Compliance

NEW ON-DEMAND FIRESIDE CHAT!

2023 Contact Center Industry Recap & Future Projections