Seeing things from a customer perspective is a winning strategy.
As a customer experience provider, one must discern what the business thinks is a successful customer experience versus what the customer actually experiences.
Many times, the provider receives feedback from department heads that work in silo environments and picks up data of what appears to be winning metrics, but is not reflected in the total customer experience. So, how does one create the ultimate CX strategy?
Businesses think lowering costs of services, impressing them with only impeccable product, or changing the internal culture will directly impact the betterment of customer journeys and enable them to keep coming back. The root cause of why the customer experience is not improving is then neglected.
It’s critical to assess and ask the customer what they want and to make sure the front-line employees are trained properly to accommodate the needs of the customer. It’s not just about the retention of the customer, but understanding their overall needs and encouraging them to become lifetime customers. When customers renew or repurchase, that is the greatest testimony to a successful customer experience.
Customers’ behavior can typically range from complaining constantly and yet, stay with you to customers that appear to be satisfied on the surface level and never come back again. This great disparity is a factor to recognize and address by designing tools to help analyze the customer funnels and data. By observing it from a customer perspective, the provider can design its best services and product offerings to meet the current desires of the customer.
Transforming a mediocre customer experience to a stellar customer experience consistently is not an easy feat. By utilizing performance metrics, technologies and analytics, one can see and study customer behaviors in situations that require quick thinking and resolution. Customer benefits such as compensation for a missed flight can be a credit to the next flight which will appease the disruption and negative emotions of the moment. This is an example of positive customer benefits during the journey.
With decades of contact center and customer experience, IA Solutions can help lead the way to a more successful and seamless customer program and help businesses gain strong, positive brand representation and increased revenues.
IA Solutions by IA Call Center
IA Solutions by IA Call Center is a second-generation family-owned contact center with a 50-year history of innovation in the answering service and BPO sectors. As your strategic partner, we now offer a full-fledged business solutions & technology component that focuses on specialized services for businesses and enterprises.
Our mission is to empower our partners to scale their customer service and sales to new heights by leveraging our unique capabilities in an omni-channel environment. We provide customized service packages that meet your brand needs with a 5 star, white-glove customer care service.
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Ian Tempro, Head of Special Projects, at IA Call Center writes about his 20+ years of extensive contact center experience in leadership, client relationships, operations and specialized vertical markets.