Today is the age of the consumer. So, what does the consumer expect? Great customer experience.
The customer service industry has been buzzing about customer experience for quite a while now, and many companies have adopted it into their business strategies. It doesn’t matter how big or small your contact center is, what industry you’re in, or whether your company is B2C or B2B. Customer experience is critical for all companies.
Today, customer experience also involves listening to the Voice of the Customer through listening posts, analyzing customer feedback to create a basis for acting on better business decisions and measuring the impact of those decisions to drive greater operational performance and customer loyalty.
Through this process a company can strategically organize itself to manage a customer's experience with its product or company, and tap into cost savings and revenue drivers that can deliver profitability in all aspects of business operations.
Check out this cool video below about what makes a “5 star” customer experience.