Revolutionizing shopping with the launch of the eponymous department store in year 1909, Harry Selfridge coined the famous phrase “the customer is always right”. This catchphrase made perfect sense back then, and it still resonates immaculately with top-notch support leaders.
In truth, putting customer demands first and delivering an impactful, unmatched customer experience has always been the epicenter of growth and innovation.
The importance of customer service in this digital era has risen exponentially as the demands and requirements of the user have evolved. While satisfied customers are comparable to walking billboards for a brand, disgruntled customers can cause major reputational damage and financial woes. So, companies, big or small, are adopting new, digitally-aligned ways to buttress their customer service and feedback policies.
There have been numerous instances where companies have analyzed their customer’s feedback and responded instantly, delivering a delightful customer experience. In a heart-warming story, Sainsbury’s renamed their tiger bread, “the giraffe bread” when a three-year-old wrote a letter to the supermarket chain about the product’s resemblance to giraffe’s spots.
This huge step has since been appreciated and applauded by many bigshot brands, but there are still some who fail to comply with new-age customer expectations. In truth, despite growing importance of digital customer service and rising pressures to boost digital experience, a multitude of customer service leaders show an alarmingly low level of preparation.
Enterprises on the line of mastering digital customer service in 2019 must keep these imperatives in mind:
Companies aiming to strengthen their customer service support for setting a good net promoter score (NPS) goal need to pay heed to these aspects of customer digital experience, gain insights, and then apply them to decision-making to make most of their digital investments.
Carving out a strategy for enhancing the quality of digital customer service and driving desired business outcome requires multi-disciplinary teams and intelligent technologies, as the foundation. With the following 4 steps, this foundation can be extended and transformed into a fully functional customer service strategy.
Executing a customer-centric strategy not only helps enterprises exceed their needs and expectations but also creates a positive feedback loop. Once the customers are happy, you can continue on your road to success. See how Adeptia can help you delight your customers with faster onboarding, better fulfillment, and faster service delivery.