One Face of the Brand support: how retailers rise above the competition

by Jamey Austin originally posted on February 4, 2014 (replublished with permission from Zendesk)

Today’s retail landscape is chaotic. Online and traditional brick and mortar stores go head to head at every turn to attract and keep loyal customers—and build new customer relationships.

Creating separation from the competition is hard. What can you do to rise above the rest?

Here’s what you don’t do: deliver a customer service experience that’s fractured, where customers get different results and different resolution times when using different communication channels and devices. They won’t feel valued by your brand, and they’ll jump to another company at the first opportunity.

So try this: provide One Face of the Brand support.

One Face of the Brand support means that whenever and however a customer interacts with your business, they can expect the same customer experience. In the retail industry, this concept is known as “Omnichannel.” That is, a seamless experience between communication channels and devices, and the expectation that no matter how customers reach out to you for support, their issue will be resolved quickly and in the manner they’ve come to appreciate from your organization.

Want to learn more about One Face of the Brand support? We’ve created this SlideShare just for you. It includes five steps to a new retail customer service scorecard, and key platform considerations for customer service.