Powering online customer channel shift

In this third episode in my mini-series about improving the online and multi-channel customer service experience, you'll hear how Wellington Electricity's online app achieves the goal of moving customers from phone to online service. What are the factors that persuade customers to use online channels for service delivery, and why does a failure of customer trust have long-lasting behavioural implications? What is it about human psychology that you need to take into account when designing online customer services? What are the business case criteria you need to consider in designing for online channel delivery? You'll take away three key lessons about a successful online customer service experience that you can apply to your own organisation's digital channel delivery. • LINKS • Find out more about Wellington Electricity and what they do. Read who else features in Welp Magazine's list of the 20 best customer service podcasts of 2021. Watch a performance of The Bangles, Manic Monday

Om Podcasten

Life at the Sharp end is a podcast full of insights and interviews to help people who want to do their best at work. People who want to learn from others and hear about best-practice tools and techniques to help you create safe, respectful and high-performing workplace cultures. People like you - whether you’re in a leadership role or at the front-line. Wherever you work, you’ll have stories to tell about what it’s like to experience Life at the Sharp End.