Did you know ? 84 % of organizations are now embracing the customer experience model .
Service is an Experience
Blending Strategies for Powerful Customer Engagement
Customer experience is replacing customer service . Explore how these two business identities work together for the good of your company .
Focus on Experience
How to incorporate customer experience into your business strategy :
ÎSTART Î AT THE BEGINNING . Walk through each interaction you have with a customer .
ÎORGANIZE Î
YOUR FINDINGS . Try creating a timeline to help illustrate problem areas .
ÎSTRATEGIZE Î
. Figure out the best way to implement your new ideas .
ÎPUT Î SYSTEMS IN PLAY . Implement effective protocols that help foster customer loyalty ; think people first .
Î ÎASSESS . Evaluate the new approach : is it working ?
Customer service itself is no longer a primary driving force behind successful consumer interactions . Now , businesses are finding that by compiling every touchpoint they ’ re able to create a more valuable customer experience . You can harness this emerging strategy to improve your brand loyalty and consumer satisfaction .
Working Together
Customer experience is really an extension of your company ’ s service , emerging in the marketplace as the new way to engage and retain consumers . While good customer service is still relevant , it ’ s evolving into something more robust : tuning into your audience and pinpointing how they experience your product or service from start to finish . By collecting each consumer touchpoint to create a more comprehensive understanding of how and why people respond to the service , your company can reconfigure its approach and streamline messaging to improve the overall customer experience .
Insight is Key
By employing research and pulling information from interactions across various channels , you can assess whether individuals are having good , bad , or lessthan-satisfactory experiences with your company . Acquiring past , present , and future data from customer touchpoints can help you improve your overall service offerings .
From Knowledge to Action
Once you understand the practices that promote positive consumer interaction , you can universally implement them within your business to ensure consistency across all platforms . By taking the time to showcase company values , you ’ re telling customers that you care and want to help . Also , taking the time to train and empower your in-house team , while often overlooked , is vital in delivering on your customer experience promise at every stage of the journey .
Get to the Next Level
By identifying touchpoints , measuring data , and implementing procedural adjustments that reflect those findings , you ' ll gain the knowledge you need to begin tailoring your customer experience model . Not only will you understand your consumer better , but you ' ll also be positioned to move ahead of your competition — thanks to improved responses and interactions between your business and the audience you serve .
The good news is that delivering a consistent customer experience can help strengthen your brand loyalty and market presence .
At Sterling we offer services that support you in growing your business . For more information , contact your Sterling relationship manager at 855.274.2800 .
6 | SNB . COM // CONNECT INNOVATION SUMMER 2016