Even though today we’re equipped with incredible technology, our lives are not easier. In fact, on one hand, we can instantly get in touch with anybody, but at the same time getting solutions is not faster than it used to be! As customers, we all know it very well when we ask for support but we still remain stuck in a rut! So why does it happen? What do organizations need to do to make customers’ lives easier, preventing churn?

Start Trek Technology Is Not Enough

One of the most common pitfalls is focusing too much on technology. Whereas it’s important to invest in digital platforms to reduce customer support team efforts and improve their productivity, that’s not enough to deliver great experiences. In fact, you also need to take care of the customer, considering their ever-changing behavior and expectations. That means reviewing and modernizing all processes and aligning them with each customer support channel to make them smooth and effective.

So you may be wondering, what’s the key to delivering superior customer experiences? The answer is CULTURE. If the organization you’re in does not evolve its customer culture, it will struggle to retain customers. And they will miss other important business goals, such as improving customer’s lifetime value as well as up & cross-selling.

TIP: if this scenario scares you enough start working on your customer relationship values today.

Review Processes To Improve CX and EX

Now let me get straight to the point. To make your customers’ lives easier, you need to let them perceive tangible benefits by:

• Constantly review processes on every channel you are delivering support. This is regardless of whether they are traditional or digital ones such as social media, live chat, video chat, or messaging.
• Engaging your customers regularly both with post-conversational and impromptu surveys to know what they’re enjoying and/or what is getting them annoyed.
• Involving your customer service staff on both above points. This should be a no-brainer, as they live and breathe customer’s sentiment by having daily conversations with them!

Note: Need to convince your boss about the benefits of getting your front-line team involved in these processes? Use this eye-opening infographic.

Over To You

Making customer’s life easier is YOUR priority, today more than ever. So what are you doing to prevent customer experience pet peeves?

Have great conversations.

Sign Up For Our Mailing List

If you’d like to receive more in-depth articles, videos, and Infographics in your inbox, please sign up below.

Sign up for the newest articles from Curatti, delivered straight to your inbox

* indicates required

Email Address *

First Name

Last Name

Featured image: https://pixabay.com/illustrations/experience-feedback-survey-customer-3239623/

The following two tabs change content below.

• Bio
• Latest Posts

Paolo Fabrizio

Digital Customer Service Consultant, Trainer, Author, Speaker. Paolo has been helping companies to harness digital customer service as a business driver. Founder of CustomerServiceCulture, author of books and speaker at conferences in Italy and abroad. Lecturer at the Bicocca University of Milan

Latest posts by Paolo Fabrizio (see all)

• Get Your Digital Timing Aligned With Your Customers - August 8, 2023
• 3 Reasons To Keep Things Simple For Your Customers - July 5, 2023
• How Do You Fix An Issue With Your Customer? - June 5, 2023