As we look back across the past twelve months and look ahead to the next I reflect on the fact that Customer Experience (CX) and its importance to organisations is not going away.
More customers than ever are stating that customer experience is a really significant part of how they make their purchasing decisions. According to one study 73% of people say that customer experience is an important factor, yet only 49% of consumers in the USA say they are getting a good experience from companies.
There is still a significant gap in expectations and companies need to work harder in 2020 to close it.
Closing the gap
We've seen more organisations accept the vital importance of customer experience, but many are still struggling with practical ways they can make a difference. They might have launched a customer experience transformation initiative but still find that their execution has friction and customers fall between the gaps.
They might find that their business is enthusiastic when the programme is running but then struggles to adapt to the changes and falls back into old ways of working. They might find that their executives pay lip service to making real change happen and their early stage pilots fail to gain traction.
Whatever the challenges we can help you face them and knock them down one after the other.
We'd recommend that 2020 is the year of making sure that CX isn't just a programme. It isn't just a one off initiative but a dynamic process of understanding your customers, hearing their pain points and their needs and breaking down your silos to ensure that CX is pervasive across your organisation much like sales, marketing or technology is.
We'd also advocate that you embrace the right tools and technologies to make CX happen. Your customers simply won't tolerate out-dated technology, processes or communications in your business. They want their needs to be met in a seamless, modern and digital way.
Here are some suggestions...
Last-mile customer comms.
On My Way allows your customers to see all the information they need to know about their service appointment including the location of the technician visiting their home or premises, in real-time via their desktop or mobile device. Provide real-time updates to your customers on their service visit, including expected time of arrival, appointment details and much more. Reduce calls into your contact centre and significantly improve your customer experience.
Modern appointment booking
Dynamically book appointments, either by the customer or from the field, based on real-time resource capacity. Enable your customers to self-serve and reduce calls to the contact centre. uBook’s core function is to provide simple self-service appointment scheduling, as a quick and easy way to deliver excellent customer service, by enabling customers to take control of their appointments.
Real-time contextual support
Put your experts directly in front of your customers or inexperienced technicians without having to make a visit. Deliver amazing support and give precise, user-friendly advice using patented technology. Remote experts can reach out and touch the equipment their colleague or customer is working on. Help is provided quickly and instinctively without the need for complex training or infrastructure.
At Leadent we wish all of our readers here on Service Talk a very Merry Christmas and a Happy New Year. If there is anything we can do to help you with your customer experience approach or in adopting new CX tools in 2020 then please get in touch.