Canadian company Rogers Communications recently said that it has a great need to improve its rate of customer satisfaction. The current CEO, Nadir Mohamed, has been quoted in multiple area news sources as addressing the main concerns its customers have through in its existing phone answering service. Even though Mohamed is set to exit his company next January, it is encouraging to see him taking an initiative in such an area. Users who stick primarily to online customer services can also potentially take something from this example when trying to find ways to fully engage with tentative customers.
Specifically, Rogers will be implementing what the Ottawa Citizen calls a "loyalty rewards program" for customers, including current and yet-to-launch-aspects. Most of the details have not been released, but the general notion that the company will be seeking to make its frequent customers feel more valued is one that inspires some confidence.
A live answering service can be used in conjunction with this kind of effort to spur forward more feedback and a greater interaction between company and consumer. Operators can ask customers quick, relevant questions at the end of the call to determine how long they've been with the business in question and incorporate this data into their greater decisions as an organization. Or, an operator communicating with a concerned patron over a live internet chat can make a note of exactly what this specific customer's background is. It looks especially bad if a telecommunications company has lackluster performance in this area.
Ensuring true brand loyalty can be a difficult task, and one only truly measured over time. But giving a company's audience a greater incentive to keep buying can be one aspect of a larger, successful satisfaction strategy.