You are here
Has it ever seemed like your customers know more about your company then your company knows about them? Today’s customer is more well-educated than ever before. It is up to your company to proactively stay informed about your customers if you want to continue to build the relationships necessary for your business to thrive. The tools your company uses to achieve that goal could be the key to success.
For any major investment to become successful, it takes total buy-in from all parties. It is not enough anymore to see each customer as a one-way transaction. The customer-business relationship is about the full 360-degree commitment.
Customer service has become an incredibly strategic investment in the business world. Today’s customers want more information, more quickly than ever before, so it is important to be prepared for the support they will need. Companies that invest in their support service are opening up the opportunity to gain more loyal customers than ever before. Improving service at the support level can better strengthen a company’s customer relationships. Look below for five opportunities to build the service experience for stronger, deeper customer relationships.
Today’s customer expects strong, consistent service and quick responses. Research found that 76 percent of respondents believe customer service quality is the best test to determine how much a company values them. If you don’t track service metrics and baselines, how can your customer service team increase its effectiveness and service? A recent survey found 47 percent of customers surveyed rated the most important element in their service experience as “fast response to inquiries or complaints.”
According to an IDC survey, customer purchases using their smartphone have already surpassed PC purchases, and by 2017, 87 percent of the world will be connected with smartphones and tablets, versus the 13 percent connected via desktops and laptops. And while almost five billion people worldwide are using smartphones, many companies aren’t making the mobile experience or mobile customer service a priority.
The battle between technology and the humans who use it has accelerated companies’ inability to deliver excellence to clients, partners and prospects. Why? Because they’re relying on inaccurate and poor data and systems.