Using a digital-first approach to avoid the ‘unamazing’ and both meet and exceed customer expectations

Recently, I spoke with Shep Hyken on his “Amazing Business” radio show, during which he asked me, “what makes an unamazing customer experience?”. Well, for starters, the inability to easily get answers whenever and where ever you are.

A huge chunk of our lives is spent online, so just as we expect to be able to purchase whatever we want at the click of a button, we also expect to receive top-tier customer support when we need it.

The important thing to remember is that customer experience is defined by the entire journey—whether someone is a new customer or a returning one, they’ll know how they want to engage with a business. In the new year, we therefore expect to see companies increasingly use a digital-first approach to meet customers at every touchpoint of their support journey, as well as use data to offer friction-free self-service options.

These are just some of the ways businesses can turn the “unamazing” into the “amazing” when it comes to customer experience.

Read more about delivering exceptional customer service in my blog https://www.nice.com/blog/how-to-deliver-an-amazing-versus-unamazing-customer-experience.

Listen to the full interview - and let me know what you think! https://hyken.com/amazing-business-radio-show/how-to-use-proactive-communication-to-manage-increasing-customer-expectations/.