"Anytime, anyplace, anywhere,"  the famous pre-digital age advertising slogan for Martini Rosso Vermouth could have been written to describe customer service expectations in the post-pandemic digital world. Now that people's always-on smartphone mobile is often their connection device of choice to buy products and services or resolve issues, regardless of whether they connect via voice, web, chat, social media, or email, they judge their experience on consistency and ease of fulfilling their needs.

It seems in the post-pandemic market, customers increasingly no longer base their loyalty solely on price or product, but instead remain loyal to brand based on how they are treated, so it's no wonder CX has become a top 2022 priority for many businesses. And any loyalty is fragile, and shopping via a wide range of channels has made it difficult for companies to maintain consistency across all platforms, but if you cannot keep up with increasing customer demands, it's all too simple to click and leave.

Conversely, we can no know more about customers than ever before, as in our brave new digital world, smart companies can regularly, lawfully, and seamlessly harvest vast amounts of customer interaction data via smartphones. Efficiently analyzing this knowledge can yield profound insights into buying habits, motivations, and needs resulting in, a level of customer understanding not even dreamt of as possible in the old bricks-and-mortar world.

Defining Your Customer Experience (CX) Strategy is critical. Your customer’s first contact experience will color their view long after the phone call is ended or a chat session is closed.

Thus, as many businesses now have multiple touchpoints with their customers, selecting and implementing the right technology has become crucial in bringing together all the information about the customer and their relationship with the brand to manage omnichannel interactions with the consistency required to deliver excellent customer experiences and the best outcomes.

Recent research uncovered that businesses risk losing as many as 22% of customers when just one negative article is found by users considering buying their product. If three negative pieces pop up in a search query, the potential for lost customers increases to 59.2%. Have four or more negative articles about your company or product appeared in Google search results? You’re likely to lose 70% of potential customers.

Moz

Remember the old retail adage: Customers remember the experience longer than they remember the price. Share your customer program vision, strategy, and an inspirational statement on what you want to deliver, what your brand represents.

Make a promise, tell people what they can expect, for example, publish a customer Service Charter that benchmarks your KPIs and minimum acceptable standards, take action if you fall below publicize if you are hitting targets. we have hit our customer service KPIs 99.9%

Unsurprisingly, analyzing the common thread that drives successful customer experience programs, regardless of business size, shape, or industry, and the likelihood is you will find a well-defined, fully developed, and actively managed CX strategy. Look at Amazon, probably the ultimate CX success story

Obsessing over customers is difficult for many organizations because leaders, managers, and employees rarely hear from customers directly. Instead, they hear from their peers and partners, who all have their own needs and goals. But a great company is built by a leader who keeps the customer front and center. They remind teams to start with the customer’s needs and ‘work backwards.’

Forbes

Service organizations simply cannot afford to ignore social media channels; they should be integrated with the existing service offering and, rather than treated as just another channel contact type,  approached as requiring a different, specialized skill set.

Undoubtedly, the reach of social media and its ever-increasing influence on consumers' lives, the choices they make, and a brand's reputation is astonishing. Engaging with customers via social media can be powerful, emotive, and influential. Ignoring them if they reach out, however, is a grave, potentially fatal mistake.

Customers have easy access to an internet full of information in this always-on world. Their attitudes and behaviors change continuously. As a result, most companies face significant customer service challenges because they cannot predict what will happen next or respond to real-time complaints or feedback. Only organizations that do customer analytics well can exploit all channels and data sources to make better-informed decisions about the service.

For example, any customer moved to write an unsolicited review, whether good or bad, is highly motivated by their experience, and their views and words can be very and directly impactful on a brand or product.  78% of customers claim to have backed out of making a purchase due to a poor customer experience.  Glance

52% of consumers believe companies need to take action on feedback provided by their customers. According to customer reviews research, one of the main reasons 62% of consumers ages 18-34 trust a brand is positive customer feedback — specifically, good ratings and reviews. 63% of customer experience management professionals use customer feedback to prioritize investment in better products, services, and customer experience

Reviewtrackers

About three-quarters of consumers who give a company a “very good” CX rating are likely to forgive a company for a bad experience, but only 15% of those who gave a company a “very poor” CX rating say the same (Qualtrics XM Institute)

49.5% of companies say CX is their top priority for the next five years.

SuperOffice

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