Today’s competitive battlefield is SERVICE. Period. – Part 3: The Positive Contact Key Design Principles

  February 25, 2015       Martin Taylor


#2 Easy to do business with

Common sense, you’d think so, wouldn’t you?

The fact is that customer expectations are growing fuelled by the ease of online shopping and service management. Customers expect to be able to choose their most appropriate channel, receive near real time or real time response, transact simply and without fuss and be recognised if they have had previous dealings.

Being easy to do business with crosses all of your customer facing functions, you need to compete from marketing, sales and service across all your channels and with all your products and services.

If this level of service is closed to them, customers now have a propensity to churn at best and share their ‘war’ stories over the many available social channels at worst.

We even promote CES – Customer Effort Score – as a customer service metric…

So, how easy are you to do business with?

As part of makepositive’s Positive Contact proposition, we have developed the channel assessment to allow you to understand the customer experience from an outside in perspective. This exercise will inform you as to just how easy you are to transact with across all your channels – phone, e-mail, web, chat and social and point you in the right direction.

Why not test us and apply for a channel assessment via our website at