The goal of eCommerce and digital directors is to help brands maximise commercial outcomes from their digital channels. And tackling customer service is just one part of this, so the amount of attention they can put there is often limited. However, a director’s leadership plays a critical role in how quickly a department professionalises and even its level of success. This is why, our coaches help directors develop a Commander’s Intent — something one of America’s greatest CEOs was all too familiar with.

Now that WhatsApp has launched WhatsApp Business, companies cannot use the standard WhatsApp version anymore to communicate with their customers.

To integrate WhatsApp into your customer service technology suite, you first need to get an account at a verified supplier. Then, you need to make sure your customer service technology provider properly supports WhatsApp Business.

This is what you need to know.

Some believe that you can earn loyalty by ‘delighting’ customers. Some say a ‘positive emotional experience’ works best. Others say we shouldn’t use the term loyalty at all, because it’s misleading, and no-one can ever really be ‘loyal’ to a brand anyway. Is the truth out there?

When you join The ROBIN Program, one of the first things our Expert Coaches do is introduce you to our ‘Three Principles of Great Customer Service’.

Traditional ticketing systems first route all incoming customer questions to a queue, then they send them on to an agent. These help desk systems turn questions into tickets and people into numbers. They also silo people and channels, preventing your team from offering an effortless service experience.

According to PwC's Future of Customer Experience report, 32% of customers will leave a brand after just one bad experience. Even when they love your brand, 59% will walk away after two bad experiences.

Knowing this, the first thing you would expect retail brands to do is to start getting their customer service house in order ... wouldn’t you? After all, customer service is the department most likely to make the quickest, most positive impact, on your CX — and prevent up to 70% of customers from leaving along the way. Sound too good to be true? Let’s see.