Winning and keeping customers gets a lot easier with the right information.
How much contact is there between your sales team and target prospects? How many interactions does it take to win a deal?
How often do customers call for assistance with your product or service? How quickly are such issues resolved?
There are many facets to the customer experience. But consumer surveys and analysis show that a handful of factors have great weight:
Are you hearing everything your customers are saying about you to your employees?
Or is critical business intelligence leaking out during customer engagement communications?
If you have an increasingly mobile workforce, then you need to make sure important customer feedback does not go missing when your employees use mobile devices.
Customer experience has never been more important.
Companies know this and are using their contact center quality as a differentiator and a way to beat the competition.
The business world is still buzzing about the PR fallout from United Airlines’ recent removal of a passenger from one of its flights. Fortune and The Wall Street Journal reported this week that United’s corporate clients are pressuring the company to improve its customer service.
But most customer service issues never explode across the headlines like United’s has.
The customer journey is the route your customer takes as they engage with you and your products or services.
October 11, 2021