{"id":34296,"date":"2023-06-21T10:47:42","date_gmt":"2023-06-21T08:47:42","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=34296"},"modified":"2023-06-21T10:48:20","modified_gmt":"2023-06-21T08:48:20","slug":"how-to-lead-customer-relationships","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-lead-customer-relationships\/","title":{"rendered":"How to lead customer relationships"},"content":{"rendered":"<p>Have you ever had to change your habits? I bet you know that it&#8217;s hard because you have to replace a <em>routine<\/em> thoughts and actions with new ones &#8211; with big, an <em>extra effort<\/em>. On top of that you won&#8217;t get super results overnight, so you&#8217;ll also need to be <strong>patient and disciplined<\/strong>. As customer relationships make no difference with digital channels fueling change frequency, it&#8217;s time to re-arrange the way you handle each conversation that you have.<!--more--><\/p>\n<h2><strong>From reactive to a proactive approach<\/strong><\/h2>\n<p>Having worked many years in customer facing roles, I&#8217;ve always heard the same old refrain: &#8216;<em>the customer asks &#8211; you just have to respond.<\/em>&#8216; While such an approach have been worked pretty well for some decades, today it&#8217;s become obsolete because it doesn&#8217;t pay off from:<\/p>\n<ul>\n<li><strong>A customer&#8217;s standpoint<\/strong> &#8211; in fact they want to know at the soonest the information they&#8217;re looking for, or when are you going fixing their issue. Therefore, even they don&#8217;t explicitly tell you, they want you to guide them throughout the conversation, because they&#8217;re tired of having to constantly prod support agents to get a full response. Today they just expect companies, not just their customer service, to be proactive.<\/li>\n<li><strong>Company&#8217;s perspective<\/strong>\u00a0&#8211; if your customer support team is just reactive they lose the grip onto the conversation, as per duration thus efficiency and productivity. Carrying out <a href=\"https:\/\/customerserviceculture.com\/en\/consulting\/\">digital conversations assessments<\/a> on behalf of my client companies I often get evidence of such a distortions: An example? Live chat conversations that could have been handled in 7 minutes but they lasted 12 or even more, due to a passive \/ reactive support agent&#8217;s approach.<\/li>\n<\/ul>\n<p>\ud83d\udca1 Since the above two factors are linked one another, it&#8217;s up to you making the first move. So show the customer that you are proactive <a href=\"https:\/\/bit.ly\/Pod-EN24\">through your words<\/a> (during conversations) and actions (constantly reviewing and improving internal processes and procedures). In nutshell, make your and you customer&#8217;s live easier<strong> mutually saving time and efforts<\/strong>. Below some inspirational goals you may want to achieve.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-34320\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/06\/top-reasons-for-proactive-service.png\" alt=\"\" width=\"500\" height=\"530\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/06\/top-reasons-for-proactive-service-200x212.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/06\/top-reasons-for-proactive-service-283x300.png 283w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/06\/top-reasons-for-proactive-service-400x424.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/06\/top-reasons-for-proactive-service-600x636.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/06\/top-reasons-for-proactive-service.png 665w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/p>\n<h2><strong>Are you ready for this shift?<\/strong><\/h2>\n<p>It&#8217;s in your interest driving conversations, optimizing them on each digital support channel. That&#8217;s crucial if you really want to consolidate customer relationships in the long run, serving golden assists for your commercial areas &#8211; Marketing and Sales. So how are you getting your team properly up-skilled? What main challenges you&#8217;re currently facing?<\/p>\n<blockquote><p>Tell me about it and let\u2019s share our mutual experiences <a href=\"https:\/\/bit.ly\/3qKZtIg\">in this informal chat<\/a>.<\/p><\/blockquote>\n<p>Have great conversations. \ud83d\udc4a<\/p>\n<p><em>Image credit: Unsplash.com<\/em><\/p>\n<p><strong>P.S.<\/strong> Enjoyed this content? <a href=\"https:\/\/customerserviceculture.com\/en\/newsletter\/\">Get more<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Have you ever had to change your habits? I bet you know that it&#8217;s hard because you have to replace a routine thoughts and actions with new ones &#8211; with big, an extra effort. On top of that you won&#8217;t get super results overnight, so you&#8217;ll also need to be patient and disciplined. As customer [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":34332,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[792,766,914],"class_list":["post-34296","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-conversations","tag-customers","tag-proactivity"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How to lead customer relationships - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"If you really want to consolidate customer relationships in the long run it&#039;s time to re-arrange the way you handle each digital conversation\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-lead-customer-relationships\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to lead customer relationships - Customer Service Culture\" \/>\n<meta property=\"og:description\" content=\"If you really want to consolidate customer relationships in the long run it&#039;s time to re-arrange the way you handle each digital conversation\" \/>\n<meta property=\"og:url\" content=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-lead-customer-relationships\/\" \/>\n<meta property=\"og:site_name\" content=\"Customer Service Culture\" \/>\n<meta property=\"article:published_time\" content=\"2023-06-21T08:47:42+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-06-21T08:48:20+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/06\/customer-relationships.png\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Paolo Fabrizio\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Paolo Fabrizio\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-lead-customer-relationships\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-lead-customer-relationships\/\"},\"author\":{\"name\":\"Paolo Fabrizio\",\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"headline\":\"How to lead customer relationships\",\"datePublished\":\"2023-06-21T08:47:42+00:00\",\"dateModified\":\"2023-06-21T08:48:20+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-lead-customer-relationships\/\"},\"wordCount\":427,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-lead-customer-relationships\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/06\/customer-relationships.png\",\"keywords\":[\"conversations\",\"customers\",\"proactivity\"],\"articleSection\":[\"Digital Customer Service\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-lead-customer-relationships\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-lead-customer-relationships\/\",\"url\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-lead-customer-relationships\/\",\"name\":\"How to lead customer relationships - 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