Customer experience to be a key differentiator: Five ways to ensure exceptional customer service from Ben Willmott at Teleopti
In the next five years exceptional customer service will outpace products and price when it comes to corporate success. Shep Hyken, in a Forbes article, quotes,(i) “value and experience continue to trump price” as a trend during 2017 and recent research by global analyst firm Forrester (ii) goes one step further claiming that 72% of businesses name improving customer experience as their top priority.
This should come as no real surprise. Just look at the shift in contact centers, from traditional measurement metrics such as average handling times (AHT) to first contact resolution and the emphasis placed on listening to what customers really want to drive meaningful service improvements.
The truth is that consumers are looking for the whole package. Good products and competitive prices are a given, it’s the way they are delivered and after-sales service that can make or break customer loyalty.
It’s time to take a closer look at the customer experience your organization is delivering