Rockin’ the customer experience: how HotTopic does it

Spoken | August 9, 2016

How do you create an amazing customer experience? Create an amazing workplace.

The Annual Call Center Exhibition just sounds like a boring event. However, this year ACCE put a fantastic challenge to attendees, and ended up with some bang-up videos that show how real customer service gets done when it comes down to it. (It involves socks and music videos.) The winner of this year’s Customer Experience video contest was submitted by Hot Topic, where company representatives show in no uncertain terms how they go above and beyond in their call centers.

What I love about this video is that without saying it, HotTopic shows this: that in order to treat their customers to an amazing experience, they treat their call center agents to an amazing experience. They seems to be treated less as employees and more as part of the team–they work in the store at least one day, watch music videos at work and get compensated for concert tickets.

In short, the way they make raving fans of their customers is by making raving fans of their call center agents.

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