“You know, to just be grossly generalistic, you could put half of [Insert candidate’s name here] supporters into what I call the basket of deplorables. Right?” “She went to my wedding. She had lots of cake, and I’ll tell you what, she is a terrible human being.” “People say, ‘You don’t like China.’ No, I love them…I just sold an apartment for $15 million to someone from China. Am I supposed to dislike them?” “We are going to put a lot of coal miners and coal companies out of business.” On the eve of Election day 2016, we can’t help but think what things could have been like if the two Presidential candidates had some “filter” before stepping up to the mic. This year’s presidential campaign has been described as outrageous, unfitting, and coarse. The phrases above bear witness to how crazy the ride has been. Donald Trump has catapulted over the heads of other candidates to become one of the leading figures in the 2016 US presidential campaign while Hillary Clinton, who isn’t trusted by over half of U.S voters, has seen her lead dwindle but is hanging onto a minute lead in the polls, hopeful she’ll become the first female President of the United States. Still, any way you put it, it’s quite clear that elections in the U.S have morphed into full-blown hi-tech marketing campaigns where unique branding, image management, and effective communication are keys to success. So without further ado, let’s take a look at how a QA system could have helped prevent these almost laughable verbal campaign blunders.
1. Consistency is kingIn general, both Hillary’s and Trump’s policies have been broadly inconsistent. This has contributed greatly to losing the trust of the voters. According to a CBS News Poll, two-thirds of all voters said they don’t trust either Donald or Hillary. As a business manager or supervisor, it is important to know that power that flows from trust is more enduring and adaptive than power rooted in the statute. In fact, a study of 27,000 American Consumers by McKinsey & Company found that consistent customer experience across the entire customer journey leads to higher customer satisfaction and boosts customer loyalty. But how do you ensure a consistent experience in your call center? Based on the book Outside In: The Power of Putting Customers at the Center of Your Business, establishing a consistent experience for your customers involves performing a set of sound, standard practices routinely. These practices fall under the following disciplines;
- Customer understanding