Hey there,

When you distill it down, delivering a great customer experience is about keeping your promises. Is your product or service doing the thing you said it was going to do? Are your customers able to solve the problem that you set out to help them solve?

In an ideal world, the answer to those questions would always be a resounding “yes.” But what about when it’s not?

As CX expert Jeff Toister tells us on our latest podcast, creating a guaranteed world-class customer experience isn’t about getting it right every single time – it’s about ensuring you respond correctly when things go wrong. Providing a consistent level of service is important, but it’s just as important for customers to see how you respond on those rare occasions when something doesn’t work out, too.

So how can you restore trust in the face of a broken promise? You need to listen to your customers, understand their underlying goals, and align your company around a clear mission. When it comes down to it, giving your customers confidence that you’ve got their back no matter what happens is the key to creating a long-lasting, stable relationship.

Pinky promise,

P.S. If helping people to build exceptional customer relationships sounds like your kind of thing, we’re hiring ;)

Meet the Intercom team at Web Summit 2021!

We’re extremely excited to connect with the tech community at Web Summit in Lisbon from November 1st to 4th, where our CSO and co-founder Des Traynor will be sharing his keynote, “How to grow up without growing old."

Read more

Intercom is the world's first Customer Communications Platform, helping businesses build better customer relationships through personalized, messenger-based experiences.

Intercom | 55 2nd St. | San Francisco, CA 94105

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