taggit Summary
Here’s the deal, customer service gets a bad rap, but the truth is that when done well, solving customers’ needs is awesome, and when you can actually give them a good experience and make their day, that’s just icing on the cake. But operating at that scale, also means that Hillier and Alorica know the pain points of those two billion customers and the way the customer thinks.“The customer thinks about things holistically and oftentimes, where you build your brand loyalty and your apostles within your customer base is when things don’t go right,” Hillier said. They understood my issue and they did what was necessary to resolve it.’ You’re looking at a more holistic view of the customer rooted in lifetime value, and there’s more-and-more of an appreciation for the service and post-purchase experience that a customer has.”