Brand Promise & Customer Experiencein the Call Center

© 2008 by

Brand Promise and Customer Experiencein the Call Center

2 © 2008 by

The Brand Promise…

and Brand ExperienceDoes Brand Experience…

– Fulfill the Brand Promise?– Prove the Brand Promise to be a lie?

Call centers are a focal pointPart styleMostly Customer Experience

Brand Promise and Customer Experiencein the Call Center

3 © 2008 by

Customer Experience

Do I have to wait in a long line,short line

or no line?

Do they get me what I needwhen I ask for it?

Do they know what they are doing?

Do they care about me?

Customer Experience

Confirming Research

•2007 Telephone Research

•2008 Biometric Research

Brand Promise and Customer Experiencein the Call Center

4 © 2008 by

Customer Experience Model

Service Level

Once & Done Contacts

Competence & Knowledge & Confidence

Tone & Attitude

Do I have to wait in a long line,short line

or no line?

Do they get me what I needwhen I ask for it?

Do they know what they are doing?

Do they care about me?

Call Center Performance Customer Experience