Spectacular Service Differentiation
Avantive Solutions
A global contact center and BPO leader that reimagines the customer experience (CX) and maximizes results.
Building Customer Connections with Heart
February, the month of the heart, is the perfect time to kickstart the year focused on differentiation through exceptional customer service. From weaving empathy and unwavering dedication into every customer interaction, to understanding the nuances of the customer journey in an omni-channel world, and mastering the art of handling escalations with grace, every aspect of service plays a pivotal role in shaping customer loyalty and fostering positive word of mouth.
The Post-Covid Service Landscape
In an era where service standards seem to be on the decline, there lies an opportunity for brands to stand out through spectacular service. According to NBC, a staggering 75% of consumers reported a decline in customer service quality during the COVID-19 pandemic.
It's also evident that customers are no longer accepting pandemic-related excuses. This shift in consumer expectations highlights the need for businesses to not only meet but exceed customer service standards. It's not just about recovering; it's about differentiating your brand through a proactive approach and fostering lasting connections with your valued customers.
Loyalty and Positive Word of Mouth
Exceptional customer care is one key to sparking positive word of mouth. It creates brand advocates who help spread positivity online, strengthening customer loyalty and bringing in new customers. After all, most consumers actively seek out product and business reviews before making purchases.
The new dynamics of User-Generated Content (UGC) and the virality potential of TikTok add new considerations. A single positive encounter can spark a wave of enthusiastic testimonials shared on social media platforms. However, a negative experience can spread just as quickly. This underscores the importance of equipping frontline staff with the skills and mindset needed to consistently deliver exceptional customer care, contributing to the overall reputation and success of your brand.
The Customer Journey in an Omni-Channel World
With the interconnectedness of the digital world and the rising expectations for rapid responses, companies must embrace an agile customer support model that spans multiple platforms. Understanding customers requires brands to engage across diverse communication channels, including phone calls, email, SMS, chat, ratings & reviews, and social media. According to an Accenture survey, 89% of customers express frustration when they have to repeat issues to multiple customer service representatives so prioritizing a seamless unified experience is important for customer satisfaction.
Additionally, it's important to implement testing procedures aimed at identifying and addressing potential issues that could lead to negative customer experiences. This proactive approach ensures that any obstacles in the customer journey are swiftly identified and resolved.
Empathy & Escalations
70% of consumers express a desire to shop exclusively with companies that demonstrate a profound understanding of their needs, according to research by Redpoint Global. This statistic underscores a crucial truth: the heart of customer service lies in a deep understanding of the customer journey and having empathy during interactions.
Recognizing the power of empathy, employee training programs should focus on active listening techniques, understanding diverse customer perspectives, and effective communication strategies that convey genuine understanding. When dealing with escalations, empathy becomes a powerful tool to diffuse immediate tensions and lay the foundation for rebuilding trust. Empathetic contact center representatives serve as frontline ambassadors and can contribute significantly to overall customer satisfaction and loyalty.
There are various elements to consider when aiming to provide exceptional customer care. Understanding customer expectations, mastering unified seamless omnichannel experiences, and training agents on empathy, are solid starting points. When executed with heart, these strategies can set your brand apart.
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Featured Favorites
Would You Do That to Your Mother? by Jeanne Bliss discusses the simple yet powerful principle of treating customers the way we would want our mothers to be treated. Through anecdotes and practical advice, Bliss outlines a framework for organizations to prioritize empathy, integrity, and respect in customer interactions. Drawing on her extensive experience in customer service, Bliss presents a compelling case for embracing a customer-centric approach beyond transactions to foster genuine relationships and long-term loyalty.
Amazing Business Radio with Shep Hyken delivers actionable insights and inspiring interviews with industry leaders, focused on achieving exceptional customer service. Hosted by renowned expert Shep Hyken, this podcast offers practical strategies and success stories that will help you elevate your customer service game.
Industry Insight
"Every interaction needs to revolve around the concept of individual value, mutual respect, and a shared vision for your future together as their brand of choice. "
For an in-depth exploration of delivering exceptional customer experiences, read this detailed article by our friends at Hitachi Solutions.
About Us
Avantive Solutions is a global digital transformation leader specializing in designing, building, and delivering innovative customer experience and strategic sales solutions.
As a Business Process Outsourcing (BPO) partner of choice for some of the world’s most recognized brands in healthcare and life sciences, financial technology (Fintech,) communications and media, and energy, we reimagine the customer experience and maximize results through enterprise-level technologies. Not only do we offer seamless omnichannel platforms, but we also provide advanced technologies and solutions such as Voice Analytics, Business Intelligence and Data Visualization, AI, and Machine Learning.
Our people-centric teams across the globe are spirited and engaged. We embrace diversity and diverse thinking while celebrating employee achievements and giving back to the communities where we live and work.