For any fledgling company out there the first and foremost task is always how to acquire customers. The market is ruthless and packed most of the time. However, the hill that all companies, regardless of size, eventually must climb is that of retaining the existing customers. The customers are your raison d’être, and they should always remain in your focus and this is why so many companies are turning to the customer-centric approach.
A successful customer experience strategy starts with an aspiration centered on what matters to customers and empowering frontline workers to deliver. – Brooke Boyarsky, Will Enger, and Ron Ritter
The age of digital transformation is here, and organizations once again find themselves mulling over novel customer experience strategies to attract and retain customers.
Digital transformation presents businesses with room to maneuver various approaches to garner the attention of modern buyers and live up to their expectations of impeccable customer experience, irrespective of the medium or place.
As people become increasingly conversant with their desires, organizations the world over find it quite troublesome to emulate and deliver a distinctive customer experience.
In fact, a Gartner study revealed that almost 52 percent of marketers shared the opinion that a budget apportioned to customer service responsibilities will not rise correspondingly. Apart from this, various CMOs surmise that only 18 percent of the total marketing budget is devoted to customer experience.
In this digitally smart age, technology has always been the prime mover that leads your customer services to new heights. Technologies play an important role in selling your products and solving customer queries. Either you own a website, customer support system or any other online channel, you need to be updated with the surrounding technology.
In today’s connected world, where customers look-out for different ways to get answered for their questions, these new tech channels make it easy. But how these tech tools are helpful in customer support services when you are in the outsourcing business?… To get an answer you must need to read the article below:
We have entered 2019 and successfully completed the first month yet it’s still amazing to hear there are still companies out there with little to no active social customer service at all. And no, contacting brands on social media only to be passed on to the sales team does not come under social customer service.
So, if you too are among those paying little attention to your social media profile, it’s time to think again because you are missing out on something big here. Let’s check out some facts here.
The number of internet users grew out to 4.021 billion last year which is up by 7% as compared to 2017. Out of this, 3.196 billion were actively involved in social media which is up by 13% as compared to 2017. Now, that’s quite a lot of customers and would-bes if you ask me, summing up to that many wasted opportunities.
As technology becomes more and more integrated into every industry, consumers are coming to expect easier access to customer service.
While many people are comfortable using a self-service portal, speaking with a chatbot or interacting with virtual assistant technology, it’s important to keep a human element involved as well. For instance, while 59% of consumers would prefer customer service methods that don’t involve talking, 40% would prefer to speak over the phone if the issue is more complicated (such as a payment dispute).