The New CX

What should customer experience look like in today’s digitized and globalized society? We look at the standards your business should meet

What does the average customer expect out of their business experience? This is the existential question that plagues all businesses, regardless of industry or size.

One business might say the best experience is a swift and convenient purchase. Another company might say the best customer experience is being treated in a friendly and polite manner. In today’s competitive and globalized society, the answer is all of these reasons and then some.

You can’t afford to only mark one box on a customer’s list of expectations. If you want to continue to blaze paths in your given industry, you need to always leave an outstanding impression. We’re going to dissect the customer experience structure so you can approach the new year with confidence.

Fast Facts About the Customer Experience

The field of customer service has been evolving more rapidly than some businesses can keep up with. Crafting the ideal customer experience is a dream many brands have, as it’s the key to retaining long-term customer loyalty.

Getting to the bottom of the customer experience shift means understanding where your customers are coming from. According to McKinsey’s recent research, work and study drive the majority of what’s known as the ‘homebody economy’. This is a new phenomenon in which more customer purchases are geared to accommodating a life spent frequently at home.

Not only are more purchases done with working from home or studying from home in mind, but customer loyalty has also been shaken up. Today, buyers Millennials and Gen Z are less likely to stick with brands that aren’t authentic and consistent.

#1: Empathy is a Powerful Force

The pandemic has been an ongoing lesson in the power of empathy and patience. What would have been considered unacceptable in a business just a few years ago is now being redefined.

This approach includes both empathy for your customers and your employees. Customers were already not fond of using unreliable call centers to ask questions or request returns. Now they’re being faced with understaffed businesses and even longer wait times in a world that’s supposed to rely on long-term communication.

Using an empathetic approach to face today’s frustrating problems will translate into much better returns for your business.

?#2: Adaptability Will Change the Game

From remote work to improved call centers, businesses are stepping up to the plate to face the challenges brought on by the pandemic. How has your brand been adapting to the increased demand for better customer experiences?

What makes a good customer service experience starts with the efficiency of a team. This is a complex equation that involves:

●?????Efficient cross-team management

●?????Accurate data compilation

●?????Authentic marketing campaigns

●?????Consistent social media presence

●?????Swift responses to customer complaints

While job losses and increased social distancing have affected spending customers still need many essential services. How well you adapt to meeting customers where they’re at will set the stage for your future success.

Why do some businesses have more customer experience success stories than others? Visaya KPO is proud to provide today’s thought leaders with the expertise they need to stand out among the crowd.

#3: Find Ways to Improve Mental Wellness

The mental health conversation has sped up rapidly in these uncertain times. When everyone is dealing with stress brought on by the pandemic, this topic can’t be overstated in your business.

?How flexible is your business when it comes to WFH and hybrid work options? Are your employees too tired and stressed out to attend to your customer base? Mental wellness isn’t a perk, but a requirement for any business that wants to stay afloat over the next few years.

Simply telling your employees to take self-care days doesn’t work if they don’t actually get days off. Shrugging off responsibility to your workers to manage a poorly run business will inevitably trickle down to your customers.

#4: Improve Your Social Media Presence

Did you know just one bad experience will turn away roughly half of your customers? For many, this bad experience crops up on social media.

A badly managed social media account spells doom for today’s businesses. When today’s key buying market spends more time online than previous generations, it’s imperative to maintain a friendly and attentive social media presence. This provides your brand with the ability to:

●?????Generate interested leads

●?????Market at a low-cost with high ROI

●?????Address customer complaints swiftly and effectively

?The overwhelming majority of customer purchasing decisions are done digitally. As such, improvement to your social media strategy also involves boosting your e-commerce presence. From your product descriptions to your keywords, every step is vital in providing a memorable customer experience.

?Conclusion

A quality customer experience can sometimes feel like a magic trick. When you get to the root of the issue, much of it is just being responsive and flexible.?

Nearly 65% of today’s businesses depend on a social media marketing strategy to address their customer service needs. This is just one example of flexibility and empathy at work, where businesses go out of their way to meet customers where they’re at. If you’re stuck wondering how to better address customer needs in this newly reformed market, it’s time to seek out a helping hand.

?Is your business using modern digital tools to the fullest?

Contact Visaya KPO today to start optimizing your customer service experience.