Some trends are here to remain, while some – like bell bottom jeans and shell suites — are destined to die out. Fashion isn’t the only industry that works in this manner. The client service industry has seen just as much fads come and go. Remember when companies thought it had been smart to inundate customers with lengthy surveys?
Having said that, there are several recent trends in customer support that are here to remain because they’re delighting customers while simultaneously earning cash. Additionally, there are some recent trends that require to die out as quickly as possible and other trends that could doom companies if indeed they aren’t shaken quickly.
Here’s a glance at the nice, the bad and the ugly with regards to customer support.
CUSTOMER SUPPORT Lessons Learned on the highway
Customer experience is a higher priority.
Customer experience has turned into a strategic priority for companies. And it’s not only the client service team that’s hard at the job. Now, customer experience is important for the CMO, the COO and the CEO. Some companies have even added a fresh position – Chief Customer Officer — to the c-suite to make sure customers’ needs are well-represented in every regions of business.
That’s as the cat has gone out of the bag. Customer experience initiatives dramatically impact revenue. According to a recently available Forrester study, customer experience leaders outperformed the portfolios of customer experience laggards by 80 percent. And, in line with the London School of Economics, a seven-point upsurge in net promoter scores (NPS) can have a one percent effect on revenue. Reducing detractors by simply two percent can unlock yet another one percent of growth. For companies with $1 billion in yearly revenue, that’s yet another $10 million in revenue for each seven-point increase and $20 million when you can convert two percent of your detractors to be neutral or promoters.
Companies that prioritize customer experience, identify and fix problems faster and so are able to tailor services and products to meet expectations. The outcome is a decrease in haters and an ever growing pool of promoters.
Customer experience is a company-wide initiative.
As c-suites all over the world begin to embrace customer experience as a strategic priority, customer experience becomes a company-wide initiative. Progressively more, we’re seeing organizations make it easier and better for internal stakeholders and employees to gain access to customer insights. Now, every department includes a hand in shaping the client experience and driving change.
Take United Airlines, for instance. The company’s new CEO, Oscar Munoz, holds every employee in charge of doing better in terms of customer support. He empowers employees to meet up customer expectations. And it’s paying down. Fortune magazine recently recognized United Airlines as the fourth esteemed airline in its 2016 World’s Most Admired Companies list. Whenever a company assumes a top-down method of customer experience, empowering the complete organization to serve customers better, the results speak for itself.
Customer experience is customer driven.
Companies are needs to put customers in the driver’s seat in terms of customer experience. That’s because customers want to select how they connect to businesses. So when customers can easily drive their own experiences, they feel empowered and also have higher overall satisfaction and brand affinity.
Empowering customers to operate a vehicle their own experiences is more important than previously given the growing generational divide in preferences. According to a 2015 study by the Technology Services Industry Association (TSIA), millennials prefer to connect to brands via social channels while generation X looks to brands or the city for support.
Meanwhile, seniors still cling to direct human interaction. As each generation includes its own group of needs, companies should be flexible in terms of customer experience.
What Buffer Can Teach Us About CUSTOMER SUPPORT
Social service is lacking.
Although some companies are prioritizing customer experience, just as much continue steadily to fall flat on social customer support. For the very first time ever, millennials will be the largest segment of the populace in the U.S. This group prefers to talk to brands via social media. However, according to analyze by Satmetrix, 55 percent of customer requests for service on social media aren’t acknowledged. When brands ignore social customer support requests, they skip the possibility to create a positive experience, plus they overlook valuable, candid customer insights.
Customer journey maps are falling short.
Customer journey maps – diagrams that illustrate the steps customers proceed through when engaging with a company — are hugely vital that you providing an excellent customer experience. Actually, they will be the foundation which customer experience strategies ought to be built. Unfortunately, nearly all companies are incorrectly mapping the client journey.
According to Esteban Kolsky, a well-recognized expert in journey mapping, 34 percent of companies have undertaken customer journey mapping, but only two percent of these companies reported success with the procedure. What’s more, when customers are shown a person journey map, 72 percent say it doesn’t describe their needs or their relationship with the brand.
Where are companies going wrong? Often it’s a misunderstanding of the methodology. Journey mapping should be data driven. Brands must capture comments from customers and data as individuals are on their journey. The entire journey is captured whenever a company can weave interactions together right into a complete experience.
This Surprising CUSTOMER SUPPORT Exchange HAS TRULY GONE Viral
Some companies continue steadily to take an inside-out approach.
As customer experience becomes central to business success, companies must embrace an outside-in mentality. The word – coined by Forrester analysts, Harley Manning and Kerry Bodine — is a reminder that companies must consider customers first and their business second. Even though many companies have began to think in this manner, there are just as much which have not.
Brands are falling in to the social care chasm.
Most brands remain falling in to the social customer support chasm, with only 33 percent of social media users saying the service they received will not meet their expectations. Social use is climbing, and customers are clued into social as a channel for resolving issues, but brands still aren’t meeting the clients where they are.
The ugly truth is that customer experience continues to be a new concept for a few companies. For others, customer experience is a minor blip on the radar. We’ve come quite a distance, as companies like Amazon, Apple and Kroger lead the charge. But there’s still work to be achieved. Customer expectations are changing, and businesses must evolve,