Customer experience has fast become a primary concern for many businesses. To keep up in the fast pace world we now live in companies are transforming the way they see customer service with a growing emphasis on customer experience.
So, what can leadership do to ensure they stay up, stay competitive and stay relevant? Pay close attention to what’s trending in the world of customer service and customer experience. In this three-part post, we look at a few trends you shouldn’t ignore
Customer service is getting better
Thanks to technology and the increasing importance of customer experience, customer service is getting better. Top companies are raising the bar and creating higher expectations and while many may not necessarily be able to keep up with these newfound customer expectations they are trying, showing the overall commitment many companies have toward improving their customer service.
Customers expect quality, personalized service—on their terms—across the web, social, mobile, and phone. With Microsoft Dynamics 365 For Sales, you can earn customers for life by providing relevant, personalized service—at any time and via any channel.
Value and experience trump price
In the past having the lowest price usually meant you got the business but that has changed. The value you add and the experience your customers have with your brand goes a long way in attracting new clients and securing repeat business. Cheapest is no longer best and clients understand now more than ever that you get what you pay for.
Greater focus on customer success
The concept of customer success is gaining ground as more companies seek to make customer interactions with their products as painless as possible. Customer success programs ensure that your customers have higher levels of success, and reduced levels of frustration when using your product. For example, offering your customers a free training program when they buy your software programs.
Proactive customer service is gaining popularity
If you wait for your customers to complain before you act your business is not being proactive. More companies are seeing the value in spotting issues and fixing them before customers even notice making proactive customer service one of the fastest growing trends.
Customers expect quality, personalized service—on their terms—across the web, social, mobile, and phone. With Microsoft Dynamics 365 For Sales, you can earn customers for life by providing relevant, personalized service—at any time and via any channel.
Customers expect faster response times
You may be proactive but do you respond promptly to your customers? The company that responds to customer comments, complaints and questions faster than their competition will stand out which is why more businesses are making a concerted effort to speed up response times.
Convenience is king
How easy and convenient are you to do business with? The key to winning the customer service game is to figure out how to be more convenient than your competition. Brands, such as Amazon, who have already established themselves as the kings of convenience are constantly looking for ways to reinvent their approach to convenience.
Alternative customer support channels are on the rise
Mobile may be big however over the phone contact is being used less and less. Alternative customer support channels like social media, self-service applications and chatbots are all leading the way to improve customer experience.
Personalisation creates a better customer experience
Thanks to technology tracking customer preferences and history has become easier. This has allowed organisations to create a more personalised experience that caters to a customer’s individual needs.
AI is coming to the forefront
This last trend may not be a reality yet however; Artificial Intelligence is coming to the forefront of how a company can create a better customer experience. AI will help companies make better business decisions many of which will impact the customer positively. This technology is set to assist customer support people, becoming an IA , or Intelligent Assistant.
