Customer service delivery has become more complex thanks to a global pandemic. It is the customer who has leveraged control and has demanded a positive experience, not the company.
Nearly overnight, the COVID-19 pandemic elevated the importance of delivering fast and accurate digital experiences to customers who found themselves cut off from conventional ways of doing business.
According to a global study by ESI ThoughtLab and ServiceNow, a measly 27% of companies have transitioned from recruiting underperforming in-house talent to high-efficiency automated systems in order to deliver top drawer customer experiences (CX).
So, what’s at stake? Profitability. As you answer the five questions listed below, consider whether your responses match what’s in your pandemic plan, company core values, mission statement, and corporate culture philosophy:
- Has your team developed skills to create a digital customer experience (CX)?
- Have you identified the touchpoint that matters to your customers?
- Has your team aligned its objectives & key results (OKRs) with CX?
- Has your company consolidated data into a single customer view?
- How much progress has your team made toward providing a personalized CX (creating personas specific client demographics)?
The largest returns from CX initiatives come from positioning the right people, processes, and technologies in the right departments to deliver a superior experience time after time. According to ESI ThoughtLab and ServiceNow, almost 50% of global leaders reported a moderate to large ROI due to maintaining an efficient and personalized CX platform, versus only 22% for others.
You may have already implemented the necessary safety measures to protect employees and clients from further complications of COVID-19 and future disasters; however, it is also important to know that protecting and growing your small business is about finding ways to anticipate the needs of your clients and to deliver superior service with laser precision. Trailblazers constantly search for ways to implement state-of-the-art safety and delivery systems that will benefit both clients and employees as well as local and global supply chains.
Remember, clients are your “why”. Show them that you are in this for them and with them.
Make it a great day.