As a business, your aim is to win new customers. But how?
The way to drive new customers, however, is no longer limited to the quality of products or services delivered.
While that remains pivotal, it is not the reason for customers to choose to associate with your company. The paradigm shift is rationale – it’s only about customer experience!
Did you know that customers who enjoyed the best experience previously spent 140% more than those who experienced the worst?
In addition, every year, the United States lost $1.6 trillion in total due to consumers switching brands after being exposed to poor customer service.
This translates into the fact that customer experience is the most reliable way to acquire as well as retain customers. Customer experience remains critical to over 73% of individuals when making their purchase decisions.
Customer experience is not just a solution, but an entire journey. Top-performing organizations have a clear vision of the roadmap by optimizing the major KPIs like quality score, rate of contact resolution, and average time to handle.
Customer journey maps in today’s multi-platform environment are a complex affair. We have curated content from the web to help you avoid major pitfalls, and create effective tools to impact customer experience.
When you think about what it takes to succeed as a customer experience (CX) associate, things like “a clear voice and a working laptop” might come to mind. And while these are certainly prerequisites to performing the basic job functions, we know that successful CX associates bring more than the bare minimum to these crucial roles.
With the recent passing of Tony Hsieh, CEO of Zappos, it is the perfect opportunity to look back on the legacy he left behind. Because while Hsieh may have passed on, the changes he made to customer service and company culture are lasting and have spread far beyond Zappos.