Your brand is a lot like a car engine, in which a lot of different pieces need to come together to work properly. And just like you need to feed your engine gasoline or electricity to make it run, you need to pump your brand full of high-quality customer interaction metrics.
According to a recent McKinsey report, it’s getting harder to consistently address customer demands and that’s because customers are starting to value “average” experiences less and have even less patience when it comes to variances in delivery. In other words, if you provide nine great customer experiences in a row, the 10th better be just as stellar.
Great customer service today means opening as many doors as possible for communication between your audience and contact center agents. Big data, customer experience platforms, and advanced multi-channel contact center analytics can all make this happen, while massively boosting your brand differentiation.
Take a look at the taxicab service Uber as an example. Demonstrating its commitment to redefining standards of excellence surrounding customer service, Uber lets customers rate their cab drivers after a ride. Likewise, drivers can rate customers so that fellow drivers will have an idea of who will be riding before they make the pickup. This approach takes the guessing out of customer service and provides visibility into worker performance at the same time.
Uber also provides a lifeline of sorts for a customer following a negative experience. By granting the option to rate a driver, the company creates real-time customer connectivity, which provides a real competitive edge.
Another great example of a company that provides unparalleled attention to the customer experience is Amazon, as evidenced by its recently-released Kindle Fire HDX tablet, which comes equipped with a “mayday” button that instantly connects users to a tech advisor right over the screen.
At the end of the day, the more you can personalize your services and products, the greater likelihood you have for customer retention and a positive brand image. Using a purpose-built customer experience platform, you can leverage context-aware communications and will better understand customer and market segment nuances with real time customer data analysis across all channels – social, email, web chat and phone.
How does your company provide a personalized, unique customer experience? Click here to learn how Genesys can help you develop a customer experience engine that will differentiate your brand and drive more profitability.
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