In an age of automated responses, what drives a customer to sit down and put pen to paper - or finger to keyboard to contact a company? It takes more than just satisfaction. It takes a moment of genuine relief or gratitude, or what we call around here, delight.
Here’s a letter we received about Customer Experience Champion Kyla “Lovele” (pronounced “lovely”) Hamilton.
Dear Verizon,
“I have interacted with many customer service representatives over the years, and I can confidently say that Lovele is the absolute best. In fact, I unofficially crowned her ‘Ms. Verizon’ during our call. If only all customer service representatives were like Lovele, customer support experiences everywhere would be exceptional.”
Lovele didn’t go to work expecting a crown that day. When that call came in, she simply did what she always does: listened carefully, explained the solution clearly and stayed with the customer until everything was resolved.
But for the customer, this experience clearly went far beyond just solving a problem. Instead, it was about someone taking the time to listen, answering questions clearly and reassuring them that support was there until they were 100% delighted. Now, isn’t that lovely – or should I say Lovele?
In a world driven by connection speeds, human connection remains the most powerful one of all and Verizon will remain fully committed to it.