By Mandy Reed, Marketing Manager (Global)
In electoral campaigns, candidates share their ideas, come up with catchy slogans and make promises to gain the support of voters and best their opponents. For businesses, every day is like a day on the campaign trail. There is a constant battle with competitors as they try to outdo each other with a superior product or service, lower pricing and an easier customer experience. As customers, we are choosing the winners and the losers every day by deciding where to spend our money.
I wrote recently about the prediction that 2020 will be the year that customer experience overtakes product and price as the number one way companies will differentiate themselves in the marketplace. While we don’t have long to wait to see if that prediction comes to fruition, businesses don’t have the luxury of taking a ‘wait-and-see’ approach. If they haven’t already been putting time and effort into improvements to their customer experience and cultivating the company culture needed to make that a priority, they’ve put themselves at a great disadvantage.
I’ve also written before about the so-called ‘Amazon effect’ on customer experience expectations. Amazon and other companies that are delivering high quality experiences, including excellent service and support, are creating a customer base that is now expecting that same level of customer experience from all the organisations they engage with, regardless of industry. This is helping to push customer experience ahead of product and price in purchasing decisions.
Case in point: over the weekend I got a text from a friend that read ‘Lesson learned…I’m sticking with Amazon from now on…returns are super easy!’ She had been dealing with a drawn-out and frustrating return process for an item that, had she purchased it from Amazon, could have been sorted out in minutes on their website. That business had just lost a customer because of the poor experience they delivered; an experience that didn’t meet the expectations created by a customer knowing there could have been a simpler, quicker process in place.
Customer service and support is one area of the overall customer experience where organisations have often struggled to keep customers happy. One reason is the rapid change in how we communicate both with companies and each other, driven by technology and increased internet access. Not that long ago, businesses were only dealing with providing support in person, over the phone or via email. Now customers are looking for answers and information on websites, social media, messaging apps and smart speakers, too.
Forward-thinking companies understand that the future of customer service lies in automation. It’s not feasible to support customers on every communication channel with humans alone – and customers don’t expect that. Conversational chatbots and virtual agents are a smart way to deliver automated self-service for customers across multiple channels. These automated solutions can also be used to assist customer service agents in the contact centre to improve both the customer and agent experience. The key is to be smart about this automation, though. Work with a knowledgeable team to implement the right combination of automation, artificial intelligence (AI) and human input to set your efforts up for long-term success.
In the relentless campaign to win over customers, it’s easy for businesses to promise a seamless, easy and positive customer experience. But as customer experience becomes more and more important in the decision-making process, it will be the companies that deliver on those promises that will come out victorious.