Many people consider Ritz-Carlton the pinnacle of customer service excellence, and stories of how the brand goes out of its way to delight its customers are legendary. For example, one guest forgot his laptop charger while staying at the Ritz. Before he could even call the front desk to inquire about his missing item, the hotel had already couriered his charger with a personal note and extra charger in case he lost his again.
Then there is Atoms, a new shoe company that only manufactures sneakers in two colors: white and black. Despite its roots in Pakistan, the company has created a loyal customer base worldwide with their personalized approach to shoe buying down to the quarter size. In fact, customers who purchase shoes from Atoms receive six pairs: the size ordered and a quarter size bigger and smaller as well.
This is what consumers consider great customer service in 2021.
We now live in a personalized economy wherein everything from your underwear to your perfume can be tailor-made for you. A continued rise in consumer expectations, rapid products/services commoditization, and the ease with which people can switch brands has put personalization and customer experience at a premium for those that yearn to dominate in the market.
So what does it take for customer service organizations to meet the new demands of the business? How can we deliver the Ritz-Carlton type of personalized and tailored services to our customers at scale?
The K-TAAS Framework
The K-TAAS framework consists of five components that, when taken together, lay a strong foundation for optimizing your customer service operations based on agent needs.
To learn more about the 5-step K-TAAS framework and how it can help you take your operations to the next level, read the full white paper or contact us to at firstname.lastname@example.org.