According to research published by Bain & Company, a poor customer experience causes more than 83$ billion worth of damage to the world’s most reputable brands annually. On the other hand, an increasing customer retention rate by 5% increases profits by 25%-95%. Among many reasons, is that satisfied customers are likely to spend more with brands they already have done business with. In addition to that, repetitive clients are likely to refer other people as well. What’s more, a higher number of interacting channels used by the client will more likely increase their advocacy score! Rendering to the Global CX Survey, voice channels are the most preferred interacting networks with 41% over Email 21% and agent live chatting with 14%. Conversely, the levels of information security will have an noteworthy impact among the tech-savvy clients and enhance the CX.
Consequently, a great customer service encompasses a pleasant attitude filled with empathy and competence by the CS advisor and a resourceful approach towards problem solving. Similarly, the Chief Financial Officer of SPEEEX LLC Mr. Milot Murati, emphasizes that
“The essentials towards an exceptional CS is assembling a great team of employees whose vision matches that of company’s future orientation,
subsequently you have to make sure that they are given exact guidelines of the project requirements and proactively follow up so that they
are monitored and at the same time are given the possibility to convey their creative approach towards problem solving.”
Likewise, the employee attempts on conveying creativity and critical thinking towards organizational processes should be celebrated instead of being criticized! By empowering the customer service advisors, the organization will be more likely to innovate the customer journey by means of courtesy, knowledge and state-of-art technological platforms. Though, brands can significantly foster client loyalty by offering top-notch products & services, an exceptional CX will seek to delight and positively surprise them using timely and solution driven strategies.
An omni-channel approach towards CX in fusion with empowered employees is a significant aspect in being able to deliver exceptional customer service. In other words, it is the employee empowering factor that enables organizations to truly understand the customer preferences and perceptions, hence differentiate themselves from the increasing competition.