Member Town Hall - Adding Customer Channels

A MEMBER-ONLY EVENT

This virtual Town Hall is an open forum for members to address current issues, challenges, and priorities, and to share success stories. This interactive event is designed for you to ask questions, to share what works and doesn't work in your center, and to gain perspective/feedback from your CCNG peers.

CCNG member Heather Pena, Director of Digital Care for NRG, will kick off this Town Hall and facilitate a discussion on Adding Customer Channels.

Customer Care is an important facet of our businesses. It takes careful planning and data to guide us in determining how our customers interact with us.

Technology offers new ways to reach our customers, but do our customers want these added channels? Are they cost efficient? Are our business interactions well suited for these channels? Are these fads that may not last long enough to be worth incorporating? Do we want to be a leader in these efforts, a fast follower, or maintain a more traditional operation? All of these are important questions to consider when thinking about how our customers interact with us for their service needs.

NRG has spent time considering these questions, and has recently moved forward in adding a Virtual Assistant for one of our brands, and two-way SMS text customer service for another of our brands.  I'm excited to share our experience and thinking behind these projects in the hopes that you glean ideas for your own business, and look forward to the ideas and perspectives you have to share as well.

And don't forget ... The conversation doesn't stop here.  It will continue in our  member only Slack channel, so be sure you are connected so you can join in the discussion.

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