Thriving on Product Feedback but Struggling with CX?
Customers are more than willing to pay a premium for a superior experience, as evidenced by the significant investments brands make in crafting captivating unboxing experiences for their products or services. To engaging with KOL’s to Celebrities. These experiences go a long way in enhancing a brand’s image, allowing customers to immerse themselves in the overall journey.
However, it’s essential not to overlook the significance of a continuous “Pre AND After-Sale service.” Both aspects must be executed flawlessly to create a lasting impact on customers. This is where a reliable CX-powered Omnichannel Cloud Contact Center should be implemented, enabling your brand to excel in both realms.
Here are 3 Reasons on Why Customer Service should always be the forefront of your company, and why Omnichannel Cloud Contact Center is the way to go:
1. Never Lose Sight of The Importance of Customer Experience (CX) Feedback:
“If experience isn’t your strategy, you’re doing it wrong, according to a PwC report. Among all customers, 73% point to “EXPERIENCE” as an important factor in their purchasing decisions, behind price and product quality. Customers are willing to pay more for the experience qualities that matter most to them: 43% of consumers would PAY MORE for greater convenience, 42% would pay more for a FRIENDLY, WELCOMING experience and 65% of U.S. customers find a POSITIVE experience with a brand to be more influential than great advertising. As reported by PwC”
👍🏼 Customer experience refers to the overall impression and perception that customers have about their interactions with your company throughout the customer journey.
👍🏼 CX feedback includes customer responses and opinions about various touchpoints, such as website usability, customer support, delivery process, etc.
👍🏼 A positive customer experience can result in increased customer loyalty, advocacy, and word-of-mouth referrals.
On the other hand, a lackluster CX can lead to customer churn, negative reviews, and a decline in customer retention rates.
2. Addressing Challenges of Obtaining CX Feedback:
👍🏼 Some customers may not actively provide feedback unless asked, and the lack of feedback could be due to insufficient engagement or communication channels. However, from a customer’s point-of-view, they might think the company does not value their feedback, hence why bother?!
👍🏼 Negative feedback might be less willingly shared, making it crucial to create a safe and anonymous feedback mechanism.
👍🏼 Analyzing and interpreting CX feedback can be time-consuming and resource-intensive for companies without proper tools and methodologies.
“59% will walk away after several bad experiences, 17% after just one bad experience. 32% of all customers would stop doing business with a brand they loved after one bad experience. Source PwC.”
An Omnichannel Cloud Contact Center addresses challenges in gathering Customer Experience (CX) feedback by providing a unified platform for interactions across multiple channels.
It helps to gather real-time feedback and supports various communication methods. This setup enables personalized interactions, offers immediate reporting, and allows for ongoing improvement.
Overall, it streamlines feedback collection and report analysis to enhance the customer experience. If you have a great product or service going, don’t allow the sales to plummet due to bad customer service.
3. Addressing the Issue Proactively:
Why should you wait further for your company ratings or a competitor product to overtake you? As the saying goes,
“Strike While The Iron is Hot”
👍🏼 To improve customer experience, it’s crucial to actively seek and encourage feedback from customers through various channels like surveys, emails, or feedback forms.
👍🏼 Companies can leverage technology and data analytics to better understand customer sentiments and identify areas that need improvement.
👍🏼Implementing customer-centric strategies, investing in employee training, and refining processes can positively impact CX.
We understand the pivotal role that customer experience plays in building a loyal and satisfied customer base. An Omnichannel Cloud Contact Center solution empowers your team to deliver seamless and personalized experiences across all touchpoints, leaving a lasting impression on your customers from the very beginning to well beyond the sale.
With a state-of-the-art CX, you can streamline customer interactions, gain valuable insights, and ensure consistent excellence in service. By investing in your customers’ satisfaction, you’ll unlock unparalleled opportunities for growth and success in the market.
Don’t let your CX feedback lag behind your product feedback any longer. Embrace the power of our CX CRM-powered Omnichannel Cloud Contact Center and watch your brand soar to new heights of success. Contact us today to learn more about how we can help your brand thrive in the world of customer experience.
