Rethink your customer experience strategy
14 October, 2020
As a service provider, helping your customers evolve in this complex and competitive market is vital.
But success for your business doesn’t always mean offering the lowest price.
In a post-pandemic world, customers are looking for reliability.
They want to trust the brands they choose – they cannot afford to take financial risks, however small they are.
In today’s scenario, how can you manage customer satisfaction throughout the entire customer journey while increasing revenue streams?
Here are four ways we believe you can improve your customer experience (CX) as you stay competitive and nimble.
#1: Start within your business
Customers generate revenue. Employees drive the experience.
It is important that your team streamline productivity workflows through processes and structures with the right productivity tool. This can be achieved through screening during the hiring process, regular CX check-ins or quarterly sessions focused on customer-centric strategies.
The consistency of sales engagement ensures your team is across each stage the customer is in during their CX, with the flexibility to segment leads to the right team members.
#2: Hone in on your CX strategy
Research indicates that CX will be the key brand differentiator by the end of 2020 – even more than price or product quality.
Forrester’s report, ‘Predictions 2020: Customer Experience’, backs up this view with its bold belief that CX is the best way for companies to grow revenue and profits.
Influencing the interactions that your customers have with your business, from the first point of contact to becoming a loyal customer, a CX strategy is more than just a trend. It’s a long term play.
What truly makes for a good CX?
- speed
- flexibility
- convenience
- consistency
- knowledgeability
- friendliness
- personalisation
- charitability and social responsibility
- design and brand image
Video-based services, simple online ordering processes, educational resources, dynamic and user friendly website navigation, FAQs and chatbots are among a list of tactics businesses can adopt to not only reduce costs but improve efficiency.
#3: Be and feel more human
74% of managed service providers fear quarantine return will ‘severely hamper’ recovery efforts. With this in mind, businesses should incorporate human touch into their strategy as this remains enormously important.
Here’s a tip to get started with personalisation: Incorporate live chat in your website to engage with your customers in real-time and build trust.
Customers expect the same layer of frictionless business care from product and service providers as they do from large industry leaders. They want to feel empowered and equipped to create better experiences for their own customers, without feeling frustrated or helpless.
This means the human element of CX is still very much relevant, with the support of seamless new technology and authentic, relevant interactions.
#4: Deliver data backed support
Did you know?
- 57% of customers won’t recommend a business with a poorly designed website on mobile
- Forbes reports 85% of adults think that a company’s mobile website should be as good or better than their desktop website.
- 49% of buyers have made impulse purchases after receiving a more personalized customer experience.
- Customers that rate companies with a high customer experience score (i.e. 10/10) spend 140% more and remain loyal for up to 6 years.
Dive deep into data to make more precise decisions. Listening to your customers by capturing and analysing their feedback can help you implement best practice support tailored to them. But analysing large amounts of data from different sources can get messy and confusing. Investing in an AI-based automation platform that is fully-featured, simple to use, efficient and secure can help. Your business should have a seamless workflow for support, CRM, and IT use cases where you can customise, integrate, and automate your operations.
Synnex drives CX
We take a different approach to providing value to our partners with an engagement model focused on building out sustainable, ongoing partnerships as opposed to transactional relationships.
Our recent partnership with customer engagement software company Freshworks further supports managed service providers and gives us the ability to offer a comprehensive productivity solution that prioritises seamless customer engagement.
Connect with our team today at team@synnexcloud.com.au so we can support your ongoing commitment to evolve and ensure your customers continue to rely on you.
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