2008_11_19 ‘I can Haz service’

This statement is precise and I agree with it. Since the internet began to take over households, and is becoming the new standard in communication, it truly is a vehicle that meets and exceeds expectations. For example you can order something today online, know where it’s located, it’s estimated arrival time, basically track it, and you want it done immediately. It has become second nature, to what a decade ago would be a guessing game.
B. Brand immersion, anticipatory service is positive customer service, unlike REACTIVE customer service, its PROACTIVE.
Providing service that exceeds customer expectations.
1. build customer scenarios(data from call center reports, e-mail logs, chat transcripts, and Web site software that can report unusual volumes of activity) and uncover patterns in a day-to day service queries. Determine where intervention can prevent problems, such as common customer mistakes in placing orders.
2. fulfilling common requests before the customer asks for and enduring that service is readily available throughout value chain
3. design the service process for “seamless escalation”. Firms must guide customers to the service they need without having to move through frustrating layers of information that does not fit needs of the customer.