They don’t want to repeat themselves. And they definitely don’t want to wait. [grivina / Adobe Stock] Brands need to build customer relationships and provide experiences that exceed expectations. If not, your connected customer will find a competitor who can. Vala Afshar May 19, 2022 10 ...
Use auto attendants appropriately. An auto attendant is the voice menu that comes with most phone systems; it’s used to send callers to the right department. While this can help make things easier for your employees, it can potentially damage the customer experience, so you need to optimize...
Nick Glimsdahl, Director of Contact Center Solutions at VDS, joins Genefa Murphy to discuss his new book and all the reasons why the employee experience should be your main area of focus for a better customer experience.
It's also essential to account for both the pre-and post-sale aspects of the customer experience. While it may be tempting to spend the majority of your focus on the interactions leading up to the sale, the post-sale is equally vital to building a complete customer experience. Think about...
Here’s how to get there: 1. Ensure leadership buy-in: make sure the C-suite understands that providing a good customer experience can increase brand loyalty, and that higher customer retention rates lead to greater profits. 2. Develop empathy through customer feedback: gathering Voice of Cust...
Going deskless refers to removing the physical barrier between the front desk professional and the client. Without the front desk as a point of friction, employees instantaneously have the opportunity to deliver a personalized customer experience, as well as better implement selling strategies. This,...
Getting customer experience right has become that much more important as we make our way into 2021. In fact: More than two-thirds of companiesnow compete primarily on the basis of customer experience 86% of buyersare willing to spend extra if they’re given a great experience throughout the...
Make data a focus of your CX solution to maintain customer-centricity One thing has never changed—the customer is at the heart of everything marketers do, especially as they design and build a customer experience. This means that every piece of technology marketers add will affect their custome...
Agents not having the context they need to address issues quickly. Lack of personalization throughout the experience. Poor customer experiences like these are disruptive and time-consuming. They make people ask, “Why should I spend my money with a company who doesn’t value my time, conve...
When such a small part of your customer base has such an outsized impact on your business’s sales and overall success, it’s important to know how to retain and make these customers happy. That’s where exceptional customer service comes in. In this article, we’ll help you understand ...