The pace of competition has always been high. Incumbents can be displaced in mere days as consumer switching costs get driven to near zero in many industries. Keeping up with your competition enables you to just survive. Innovating beyond your competitors is necessary to thrive and grow.
Every interaction you have with your customer becomes a part of how your customer perceives your brand. When they log in to your website and see your “storefront,” that is an integral part of your brand. When they interact with your customer service agents, that is an integral part of the overall brand experience. You want your customers to have not just a positive experience but one that strengthens your brand creates loyalty and translates to high value delivered to the customer.
When you buy something from a company you have certain expectations on the service level you will receive. When you do run into an issue, how many times have you been frustrated with not being able to get the right answer quickly? These failed moments decrease customer satisfaction and damage the chance to create customers for life.
A customer’s most common interactions after the sale are with Customer Service. In today’s subscription economy, every customer touchpoint impacts the customer’s satisfaction level and likelihood to renew; customer service plays an increasingly important role in whether a customer churns or is a customer for life.
Customer Support used to be thought of as a necessary evil. A common refrain from customer support is, “nobody calls to tell us we and the product are doing a good job.” In many cases, customers dread having to contact support, expecting it will be a one-way interaction with poor response times and answers intended to push you away as fast as possible.
Customer 360 means having a full view of your customer in a seamless, easy, and accurate way. When you have the full picture of the customer, there’s so much you can do to make the customer experience better while also giving you the information you need to innovate at scale.
We often think that delivering the best customer service is the only thing you need to think about in order to have a successful support organization. While we want to maximize each customer interaction, one shouldn’t be blind to the balance of the quality and scale of service compared to the cost. Clearly, you want…
Customer Service is a major determinant of your customer’s satisfaction levels. How you interact with your customer and the quality of those interactions can easily make the difference between having a one-time customer or a customer…