Hiding behind a screen

Customer service operations that worked in the past may not work now. 

If you’ve moved your business online, you now have the ability to gain quicker feedback on your products and services when you are not limited by “open hours.”

This doesn’t mean that as a business owner you should personally be available 24/7, but it does mean that it’s necessary to become more proactive in your customer service operations. 

Online businesses often fall into the trap of “out of sight, out of mind,” and this is a risk not worth taking. Your CX strategy must have a stronger personal touch when your business operations are online. It’s easy to forget, when we’re behind a computer screen, that we are still building relationships with every business transaction. Stronger relationships with your customers create a path to customer loyalty. 

Products can always be replaced, but relationships are harder to let go of.

Your CX and CS strategy must adjust to the “new normal” by supporting the connections with your customers, whether virtual or not.