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Hello everyone,

If you are in the early stages of DCS, i’d suggest first checking out our community friend @Jbarker ‘s  suggestions on getting a strong head start in DCS

 

On that note, Jordan’s taken it a level up to share some best practices to ensure there aren’t too many customer touch points between digital and other teams.

 

 

Key points to remember:

  1. Relationship focus: In DCS, focus on building a relationship between your customer and the company - NOT a relationship with a person and that particular customer.
  2. Consistency every where: Work with other teams in your company to achieve a consistent brand & voice.
  3. Use your advantage wisely: Being in the CS team lets you have a good understanding of the customer experience. Use this position to your advantage to influence & encourage a cross-functional approach  to customer engagement. 

 

Are there any additional best practices you would suggest to ensure consistency across customer touchpoints?

 

Hoping to learn from you all!

 

@Jbarker appreciate you emphasizing the importance of Brand in the CS side of the house.  It is not only Marketing’s responsibility to curate & reinforce the Brand, we in CS can support in all of our customer interactions (Digital or 1/1) 

@zdsiegert - It’s really important to make sure the brand message is consistent. We have had some great conversations with other departments around customer needs, which ultimately helps the company become more customer-centric through every conversation. 

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