Reflections on Gladly's 2020 Consumer Expectations Report feat. Joseph Ansanelli, CEO at Gladly
Future Commerce · with Joseph Ansanelli · June 26, 2020 · 54 min
Summary
This episode emphasizes the critical shift towards radically personal customer service in ecommerce, especially in a rapidly changing market. It highlights that while consumer expectations for rapid resolution remain, there is also an increased demand for empathetic and proactive communication from brands during uncertain times. Ecommerce operators must empower their customer service teams to go beyond transactional interactions and create memorable, personalized experiences that foster long-term customer loyalty.
Key takeaways
Brands must prioritize 'radically personal' customer service by knowing their customers and meeting them on preferred communication channels (phone, email, chat, SMS, social).
Proactive and empathetic communication is crucial, especially when facing shipping delays or service interruptions; customers will be understanding if they are kept informed.
Empower customer service teams with a 'drift circle' framework, providing guiding principles rather than rigid scripts, to allow for personalized problem-solving and exceptional service.
Invest in customer service software that enables a unified customer view, moving beyond case or ticket-centric systems to a person-centric approach.
Recognize that while consumers are empathetic during crises, their core expectations for good service and communication remain high; adapt service strategies accordingly.
Joseph Ansanelli, CEO at Gladly and friend of Future Commerce, sits down with Phillip & Brian to talk about Gladly’s 2020 Consumer Expectations report. Now more than ever, consumers expect a much more personal experience than ever before, and Phillip, Brian, and Joseph discuss practical ways eCommerce brands can exceed those expectations.
What does this episode say about customer retention?
Brands must prioritize 'radically personal' customer service by knowing their customers and meeting them on preferred communication channels (phone, email, chat, SMS, social).
What does this episode say about dtc strategy?
Proactive and empathetic communication is crucial, especially when facing shipping delays or service interruptions; customers will be understanding if they are kept informed.
What does this episode say about founder & leadership?
Empower customer service teams with a 'drift circle' framework, providing guiding principles rather than rigid scripts, to allow for personalized problem-solving and exceptional service.
What does this episode say about customer retention?
Invest in customer service software that enables a unified customer view, moving beyond case or ticket-centric systems to a person-centric approach.
What does this episode say about customer retention?
Recognize that while consumers are empathetic during crises, their core expectations for good service and communication remain high; adapt service strategies accordingly.
