You’re heading into your busiest sales period of the year. You put months (even years) of work into the big day. The success of your business is riding on this moment!
Things start well, but then ***t hits the fan!
Your customer service team gets overwhelmed.
You assumed your regular-sized CX team could manage the load. Now there aren’t enough people to handle all the calls, msgs and emails flooding in.
- Wait times balloon from seconds to minutes to hours.
- Social comments pile up unanswered.
- Email backlogs grow exponentially.
- Every year, we see numerous CPG brands make this same critical mistake during their biggest moments: they staff for average demand, not peak demand.
The breaking point?
When frustrated customers start sharing their negative experiences online, and those posts gain traction.
What should’ve been a moment of triumph becomes a customer experience disaster.
Remember this: 50% of customers will switch to a competitor after just one bad experience. During peak periods? That risk skyrockets.
The ‘don’t worry, we’ll manage’ approach isn’t going to get you anywhere. Instead it will turn your biggest sales into your biggest problems.
I’ve built a 3-strategy approach that helps our CPG clients avoid this trap. Click here to check it out.
Source: LinkedIn – Neal Topf
About the Author: Neal Topf
