1.
Brand Promise & Customer Experience
in the Call Center
© 2008 by

2.
The Brand Promise…
and Brand Experience
Does Brand Experience…
– Fulfill the Brand Promise?
– Prove the Brand Promise to be a lie?
Call centers are a focal point
Part style
Mostly Customer Experience
Brand Promise and Customer Experience 2 © 2008 by
in the Call Center

3.
Customer Experience
Customer Experience
Do I have to wait in a long line,
short line
or no line?
Do they get me what I need
when I ask for it?
Do they know what they are doing?
Confirming Research
Do they care about me? •2007 Telephone Research
•2008 Biometric Research
Brand Promise and Customer Experience 3 © 2008 by
in the Call Center

4.
Customer Experience Model
Call Center Performance Customer Experience
Do I have to wait in a long line,
Service Level short line
or no line?
Do they get me what I need
Once & Done Contacts
when I ask for it?
Competence & Knowledge & Confidence Do they know what they are doing?
Tone & Attitude Do they care about me?
Brand Promise and Customer Experience 4 © 2008 by
in the Call Center