đź’˛Want to know what the most expensive customer contact channel is?
📢It's probably voice, right?
📲Nah...it's setting up digital, of course? Nope...it's none of those. It's...
🤷‍♀️Failing to offer the channel your customers want.
đź’°That's the most expensive.
đź’¸If they want voice, and you don't provide it, bye bye customer.
đź’¸If they want a fully integrated digital experience, and yours is disjointed, see ya revenue.
đź’¸If they just want to get quick info from an app, and you're behind on your development, start staffing your cancel team.
đź‘€Your customers will tell you what they want if you Listen & Act...a Total VOC approach.
(Full credit to the muse for this post, Jeremy Watkin, with a great CXQOTD a few weeks ago. His provoking question inspired this pithy CX thought.)