Customer Experience
The customer experience you provide is not an isolated transaction but a series of multiple touchpoints across the organization. At each touchpoint, you have the opportunity to deliver the experience you promise. Customer service can have a huge impact on customer experience since it is the primary after-sales interaction your company has with the customer.
Improving service, and consequently the customer’s experience, breads loyalty and advocacy. Loyal customers tend to buy more—and more frequently—than newly acquired customers. Other benefits include:
- Extending the life of the customer. Customer’s needs change over time and the experience you provide should reflect those changing needs. Staying in step, or slightly ahead, of your customer’s needs will reduce their inclination to look at other vendors and extend the period they keep you as a key part of their support team.
- Developing a proactive advocate for your brand. Customers who have an exceptional experience tend to talk about their experience and make referrals. They become advocates for your overall brand and not just a specific product. Loyal customers are also less price sensitive. This can result in increased sales of higher-value products and services.
- Reducing support costs. Loyal customers generally have taken the time and energy to become more educated on how to effectively use your products and services. This reduces the volume of Level 1 support requests which in turn reduces your overall support costs.
Internal Resources
- Customer Service Training Progams
- Customer Service Experience: How Can You Make Their Day?
- 5 Tips for Managing an Excellent Customer Experience
External Resources
Image originally posted on Zengage, The Zendesk Blog