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Customer Experience Makeover: A Practical Approach to Differentiated Service
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White Paper: Customer Experience Makeover: A Practical Approach to Differentiated Service
Overview
A differentiated customer experience is critical for business success. Companies that consistently deliver positive customer experiences across all touchpoints maintain customer loyalty, build stronger brands, and are better able to avoid competition on price alone. They therefore grow faster and earn healthier profits than companies that don’t keep their customers happy.
In fact, research indicates that great service is the top reason customers keep giving their business to companies and the top reason they recommend those companies to others. On the flipside, 80 percent of customers say that they have stopped doing business with a company because of a bad service experience—and that they will never do business with such a company ever again.
For these reasons and others, it is critical to ensure that your company delivers great service experiences. And, because the overwhelming majority of all of your company’s customer interactions take place in the context of pre- and post-sales service, the overall quality of your company’s customer experience will be largely defined by the quality of the interactions customers have with your service organization online and in the contact center.
This white paper offers a practical and proven approach to delivering a competitively differentiated customer experience online and in the contact center. It outlines both the multi-channel customer service capabilities necessary to achieve that differentiation and the best way to acquire those capabilities. By adopting this approach, your company can quickly and cost-effectively reap the benefits associated with great service—including both top- and bottom-line business growth.
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