Customers don’t hesitate to talk about a negative experience with a brand ¬– they tell their friends and, more importantly, post critiques online for the rest of your customers to see. Even one bad experience can spoil a customer to a company forever. Customer experience has to be a top priority for contact centers in order to promote satisfaction and loyalty.
1. Treat all interactions with the same care.
There isn’t one type of feedback that’s more important than another ¬– they’re all valuable and important. If you’re going to have various communication paths set up – Twitter, email surveys, live chat – you need to be available and responsive on all of them with the same amount of attention. Otherwise, consider if that channel is important enough to keep.
2. Invest in cognitive computing.
Cognitive computing technology takes natural language processing a step further ¬– it can tell how a person is feeling by analyzing the sentiment behind what they’re saying. The agent can then adjust their responses in order to improve the customer’s mood to either neutral or happy before the call is over.
3. Allow all employees to make big decisions.
Unless there’s a legitimate reason why an employee can’t resolve a situation on their own, give your agents the power to make key decisions. For example, if discounts or refunds are usually offered to customers who meet certain criteria, allow your agents to present the offer without having to transfer the customer to a supervisor.
4. Offer excellent advice for the individual customer.
If you have advice to give, give it! The customer experience is largely based on building relationships. Customers will trust you if you give them valuable advice even when it’s not directly promoting one of your products or services. Creating a loyal customer can be more important than getting another sale right this second.
5. Make self-service obvious and easy.
You can build a solid relationship with a customer without speaking with them one-on-one. Remember, the company overall is developing the relationship; the relationship isn’t between the agent and the customer, necessarily. Many customers want the option of self-service. Knowing they can accomplish a task on their own can boost the sentiment they have for your company.
When you put customers at the center of your business goals, you’ll be in a better position to deliver the quality experiences they demand.