The perfect recipe for a fabulous customer experience is a blend of complimenting technologies and a highly focused human element. Your organisation can employ the best customer service representatives but without the technology to manage and measure your current offering, how will you know where to begin?
In order to understand how well your business is performing, you need to be able to measure its performance. Without the ability to document how well your customers are served, you will struggle to improve your customer experience.
You should always be striving to exceed your customer’s expectations. If you don’t, someone else will. Customers understand what is required to meet their needs and the frustration and anxiety they experience when their needs are not met. Customers will always be pleasantly surprised when an organisation surpasses their expectations. Social media is a powerful tool for complaining and commending and if you’re getting things right, it will work in your favour. Statistics show that it takes 12 positive customer experiences to undo 1 negative one and that as consumers, we will share a negative experience approximately 16 times. In basic terms, a customer wants to feel valued and unique and many customers will pay a higher price (up to 21%) if they know their business is appreciated and they are valued.
Now is the time to take back the control of your customer experience. Studies have shown that organisations that engage customers and empower employees through effective and Unified Communication capabilities can see business performance boosts of up to 240% (Gallup), compared with competitors that have not done so.
Outstanding customer experience is not reserved for the large corporations that can throw lots of money at these systems. Anyone with customers should be re-assessing their approach. Whether its customer engagement tools or smart technologies to empower your workforce, Intuity Communications can help you to provide the personal, unique experience that your customers are looking for and at a level that is appropriate for your business needs.