The ability to deliver exceptional Customer experience (CX) can be achieved by focusing on customers’ objectives, which in turn should be the primary organizational goal. Moreover, the success of the ability has to be measured regularly and used as an indicator to define the organization’s tactics to achieve that goal.
The experience economy has already been defined and adopted by the next generation of savvy customers. It has compelled both the new and established companies to come up with new ideas to forge a relationship with their customers. However, when it comes to building customer trust over a phone call, there are few tried and tested methods that can always be used to drive better results.
Customer Experience (CX) is a strategic source of competitive differentiation for progressive companies. Businesses seeking this advantage need to move swiftly towards the technology driven capabilities that help them provide a seamless experience to the users, which can be termed as smart or intelligent.
The ability to perform strategic optimization of omnichannel initiatives is one of the primary requirements of progressive organizations. An omnichannel strategy is one of the major components required to deliver an exceptional customer experience. It represents a synchronized and reliable method needed to engage and interact with the customers as well as prospects at every touch point in the buying lifecycle.
What comes to your mind when you think of Artificial Intelligence? Apparently, most of us visualize it as a machine with the ability to think and make its own decisions. Amazon’s Echo is an example of an AI tool that connects the users to the Alexa Voice Service, which enables the users to perform various activities on their phone through spoken instructions such as make calls, play music, send and receive messages, etc. In short, it shows that the contemporary AI tools muster the power to perform some intricate tasks with ease.
Although contact centers are an indispensable part in enhancing customer experience, they are undergoing a plethora of changes. Novel and varied ways of reaching out to customers are improvised like phone, email support, social media, Skype, and mobile apps. A multichannel experience is provided to customers to meet their rising expectations, and constant attempts are made to elevate the customer experience levels. To meet the customers’ expectations, it is important to cope with the technological and organizational requirements, necessary to quickly respond to the changing times.
The summation of all the interaction(s) between an organization and a customer or prospect forms the fundamental constituent of the Customer Experience (CX). Each of these interactions takes place over an appropriate channel, and every organization can have its unique omnichannel ecosystem. While some still rely on physical locations, mail or telephones, the advent of internet and smartphones have already revolutionized the mode of interaction between the customers and organizations. Some of the advanced digital channels that have become a vogue include:
Customer Service is the chief determining factor for any business to be successful. According to research, a majority of customers leave because of perceived indifference and lousy customer service. Although it may seem that the customers have left for no fault of ours or they may have found a cheaper product, in reality, it may not be so. The fact may be, they have not received proper customer service, or their satisfaction levels were not as expected. The four major customer service mistakes that are committed by the business firms and often overlooked are cited below with the remedies.
A decision-making process built on an explicit strategy can help businesses maximize their success and growth. Research studies have shown that there is a distinct link between strategically planned decisions and the success of a company. The ability to be ready and responding adeptly to the sudden changes in the business environment is one of the primary advantages of strategizing the decision-making process.
The growing inclination towards customer experience (CX) has increased the need for organizations to rethink their customer management strategy. While it is not just a necessary measure of the strategic performance of a firm, CX is also turning out to be the sole competitive differentiator in the current business scenario.