As Marlene Summers, Zuora Vice President, Customer Support Services and Communities says, “We have to recognize that AI is an opportunity. Give your customer care agents training to grow so they can leave Tier One support to AI and take on more complex issues.”
Which leads us to the fact that…
3. Happy Employees Provide A Better Customer Experience
Aaron Bata, Head of Customer Experience at Tuft and Needle, said, “Putting employees first means they’ll put customers first.” That’s why it’s critical to empower customer success team members and keep them engaged.
Some suggestions from Megan Miles, Customer Service Manager at Zumiez, on how to accomplish this imperative include:
- Teach your agents to understand and embrace the why of providing good service
- Make sure your corporate culture translates to your contact center
- Allow employees to fall in love with your company by providing engagement, forums, competitions, and fun
Ultimately, treating your employees with empathy leads to them treating customers the same way.
And that’s vital, because…
4. A Good Customer Experience Is Critical
According to Tiffani Bova, Global Customer Growth and Innovation Expert at Salesforce, 57% have stopped buying from a company because a competitor provided a better experience. Yes, customer experience is that important.
How do you create a top-notch customer experience? Lynn Hunsaker, Chief Customer Officer at ClearAction Continuum, says, “We need to ask for the right feedback from customers. What are they aiming for? What are their goals? That knowledge gives you insight into what to start, stop, and continue in order to provide a great customer experience.”
Bringing together all of the elements we’ve discussed so far, Jeanne Bliss, Founder and CEO of Customer Bliss, stated, “The most beloved companies create a positive relationship between customer, employee, and business.” When you can successfully integrate these elements, you can truly…
5. Put Customers At The Center Of EVERYTHING
“The only way to stand out in a highly competitive industry is to center your business around customer experience and loyalty,” says Annabel Chang, Vice President, Bay Area, Alaska Airlines. Brad Olson, Senior Vice President, Member Experience at Peloton, adds, “Emotional loyalty transcends transactional loyalty every time.”