Customer Service Defines Customer Experience
Nobody can deny that we are now in the age of the customer. Through online and mobile channels they are well informed and this information allows them to compare and choose the most convenient provider/vendor. If they are not happy, they can easily change. Today, customers have control and companies are changing their strategy to customer-centric.
For this reason, now more than ever, the experience that a customer has with a brand is more differentiating than the product or service itself. Transforming and changing the customer experience takes time. It means that the top management of the company has to be really committed and have customer experience as one of its top priorities in its strategy as it touches all areas within the organization, but there is one that has a greater impact on customer experience, and that is the customer service.
The biggest change today in customer service is the sheer number of channels through which people can contact your business. Instead of just phone calls and snail mail, consumers can now reach you by email, social media, text message, video call and live chat. Mobile technology has also enabled constant connectivity, giving customers 24/7 access to public forums in which they can talk — or complain — about your company. Only organizations that are willing to adapt and respond to this shift in business-consumer dynamics will survive.
The emergence of all these new channels – also known as digital channels - add some complexity to the brand, as it is obliged to incorporate them to the customer journey and hence more touch points. These can be classified in two types: assisted (needs human interaction) and non-assisted or self-service.
One of the first questions that companies need to ask is: What are the channels/touch points that I need to have to engage with my customers? The answer is very simple: attend to your customers in their preferred channel. A survey conducted by IDC on Customer Care BPO found that the majority of consumers were unable to get a response from customer support using their channel of preference. Businesses need to know their customers, segment them properly and understand what their preferred channels are, how they want to access them, what time, how often and for what kind of transactions.
Most likely you will chance upon a clear trend of customer service, which you are probably not addressing properly: most customers prefer self-service - effortless interactions - especially by the youth. But it is also true that every day more people do not want to make any kind of transaction in person. Customers want to control their time, they do not want to queue and wait for something that they can do easily online. And, interaction with advanced brands has taught customers what is possible online and hence they compare brand’s service levels regularly. Self-service is about automation, where customers are allowed to make all the normal transactions through online channels, either via a website or a mobile app, without human intervention. This requires technological effort and investment, but that can be amortized very quickly as per call costs reduction and improvement of customer experience.
Having the multi-channel and self-service capabilities is a big step, but it is not enough to ensure a great customer experience. Today, most consumers use more than one channel in each individual transaction. This means that you cannot afford to have a “channel siloed” vision of the customer transaction. You need to have a single view of customers and their transactions and provide a seamless experience through all the touch points. This is known as omni-channel experience, and it is the next step to ensure your customer service is excellent.
Finally, the next step is about personalization and proactive engagement. How can a business anticipate a customer’s needs, even before he can contact the business or tell the business what it wants? This is where big data or analytics come into play. Having all the information about the customer, preferences, real and historic use and purchases, customer service and historic interactions through all the channels is needed to offer the right product at the right time in the right context. For example, a mobile operator automatically analyses the internet usage of a user with 1 GB data bundle, and detects that he has been consuming the bundle for the last 3 months, and paying additional cost for the extra-bundle usage. The mobile operator offers the user the opportunity to subscribe to the 3 GB data bundle allowing him to use more bandwidth while saving money.
In the age of fierce competitiveness, companies that deliver a great end-to-end experience that makes them stand out from the clutter will attract and retain customers. This is a universal truth no matter which industry a business is in and businesses who choose to make superior customer experience its core business strategy will continue to thrive.
As a leading customer experience and operations outsourcing provider in Africa, Europe and the Middle East , PCCI Group is a recognized key player in delivering consistent and branded customer experience. PCCI Group offers its clients a full portfolio of customer experience services including consulting & full operations outsourcing.
PCCI Group has multiple Fortune 500 companies as clients including European, Middle East and African leaders in telecommunications, media, BFSI, energy, retail and tourism. PCCI is part of Teyliom Global Capital.
Sheikh Zayed Road, Dubai
This release was published on openPR.
Permanent link to this press release:
Please set a link in the press area of your homepage to this press release on openPR. openPR disclaims liability for any content contained in this release.
You can edit or delete your press release Customer Service Defines Customer Experience here
News-ID: 346943 • Views: 666
More Releases from PCCI Group
Enhance Customer Service Experience Using Self-service
Opinion Piece by Nidal Kamouni, CEO, PCCI Group The essence of customer service can be traced to time immemorial. On the other hand, the method of delivery of the customer service experience needs to be continually updated to match the desires and expectations of an ever-changing customer base and that is why we believe that the customer experience landscape is ripe for disruption with companies slowly making progress toward more seamless
The ambiguity of CEM, Digital and Big Data
Comment Piece by Khaled Mkahal, VP of CEM & Digital Practice, PCCI Group Without any doubt the world has gone the digital direction becoming more focused on the Customer experience while trying to map customer interactions and generating useful information that will increase satisfaction, leading to continuous business growth. In-line with this trend, you will notice that people are more involved in exploring and researching what I like to call the
More Releases for Juan
Global Solid Ammonium Thiosulfate market 2018 - Koch Fertilizer, Kugler, Tessend …
Apex Market Reports, recently published a detailed market research study focused on the "Solid Ammonium Thiosulfate Market" across the global, regional and country level. The report provides 360° analysis of "Solid Ammonium Thiosulfate Market" from view of manufacturers, regions, product types and end industries. The research report analyses and provides the historical data along with current performance of the global Solid Ammonium Thiosulfate industry, and estimates the future trend of
Global Ammonium Thiosulfate Fertilizer Market 2018 - Kugler, Esseco UK, Juan Mes …
Global Ammonium Thiosulfate Fertilizer Market 2018 Analysis Report audits a Market Regions, Product Categories, with Sales, Business Revenue, Goods cost, Ammonium Thiosulfate Fertilizer piece of the overall industry and Growth patterns, concentrating on driving Ammonium Thiosulfate Fertilizer industry players, showcase size, request and supply examination, utilization volume, Forecast 2017 to 2025. The major regions present in the continents like United States, Germany, Japan and China and their contribution to global Ammonium
Global Ammonium Thiosulfate Fertilizer market 2018 - Koch Fertilizer, TIB Chemic …
Apex Market Reports, recently published a detailed market research study focused on the "Ammonium Thiosulfate Fertilizer Market" across the global, regional and country level. The report provides 360° analysis of "Ammonium Thiosulfate Fertilizer Market" from view of manufacturers, regions, product types and end industries. The research report analyses and provides the historical data along with current performance of the global Ammonium Thiosulfate Fertilizer industry, and estimates the future trend of
Global Sodium Pyrosulfite Market 2017 Major Players - Grillo, Juan Messina, Cala …
Global Sodium Pyrosulfite Market 2017 Outlook, Oppourtunities, Segment, Size, Growth, Value, Region, Types, Revenue, Analysis and Forecast to 2022 The report provides an executive-level blueprint of the Sodium Pyrosulfite market beginning with the definition of the market dynamics. The analysis classifies the Sodium Pyrosulfite market in terms of products, application, and key geographic regions. Presenting a detailed value chain analysis, the study evaluates the set of region-specific approaches forged by the
Sodium Pyrosulfite Market 2016-2017 : Ultramarines India, Grillo, VARUN ENTERPRI …
Sodium Pyrosulfite Market A market study ” Global Sodium Pyrosulfite Market ” examines the performance of the Sodium Pyrosulfite market 2017. It encloses an in-depth Research of the Sodium Pyrosulfite market state and the competitive landscape globally. This report analyzes the potential of Sodium Pyrosulfite market in the present and the future prospects from various angles in detail. The Global Sodium Pyrosulfite Market 2016-2017 report includes Sodium Pyrosulfite market Revenue,
San Juan Bautista Design Firm Creates New Logo, Tagline for City of San Juan Bau …
Schipper Design, an international marketing and design firm located in San Juan Bautista, California, has created a new logo and branding tagline for the city. San Juan Bautista, CA, May 11, 2016 — Schipper Design, an international marketing and design firm located in San Juan Bautista, California, has created a new logo and branding tagline for the city. San Juan Bautista’s new logo and tagline honors its heritage and celebrates its