In today's digital world, customer expectations are higher than ever. As products become increasingly commoditized and similar, brand names and features no longer make them stand out. Instead, customer service has become the main strategic differentiator for businesses.
In the video below, ClickSoftware Chief Marketing Officer Claudine Bianchi introduces the role of the service technician as a brand ambassador and discusses the importance of maximizing every customer interaction. Claudine explains that In field service, most of the human interaction customers have with the brand is when something goes wrong. Whether their cable goes out or their washing machine breaks, the customer will likely be upset at the time of service. It’s especially important the tech makes a good impression on the customer, and swiftly solves their problems, because the brand’s reputation is on the line.
Watch the full video to learn more about what affects branding in service.
If you're interested in more of Claudine's thoughts on customer experience and branding, check out these articles:
- Real Insight: Building a Big Data Bridge to Customer Satisfaction
- The Intersection of Technology and Customer Experience in the Field: Getting it Right
- Artificial Intelligence Is A CMO's Best Friend
- Customer Expectations vs. Customer Service: A Grand Canyon-Sized Gap
Keep an eye out for more videos from Claudine by subscribing to the ClickSoftware blog.