Today’s consumer is always online, and more specifically, always on social media. They’re interacting with your company’s ads, your brand’s page, and your business’s employees. They’re also having conversations about you and your competitors (which could be good or bad). If you’re not fully engaged with what your customers are doing and saying on social media, you could be missing a significant amount of the customers looking to connect with you.
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Safe to say the past year was a doozy. The pandemic forced the world to think outside of conventional norms in every industry, and we’ve all had to respond, evolve, and adjust quickly in ways that pushed our limits.
But the truth is there’s never going to be a switch that gets flipped that takes us back to the way things were. The pandemic has caused shifts in buying behavior and consumer expectations that aren’t going to change anytime soon —or ever. In a way, the pandemic only accelerated some trends that were already in motion. And brands that don’t respond to those trends NOW, will likely be left behind, losing business to the brands who do.
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Gen-Zers are part of the first completely digital generation who grew up expecting instant gratification. These are the consumers who have an inherent demand that their brands will provide convenience, speed, and availability across the entire experience they deliver, because that’s all they’ve ever known.
These expectations are by no means exclusive to this generation of consumers. While these expectations have permeated every generation, Gen-Z epitomizes the type of customer that brands must ensure they understand and are equipped to engage.
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So many companies struggle with how to make live chat work as a viable channel for their business.Maybe you’ve heard colleagues ask, “Why is live chat important?” Maybe you’ve wondered, “How am I supposed to staff live chat?” Maybe you’ve pondered, “When should we use live chat vs. a bot?” And… you probably haven’t come up with very satisfying answers.
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Simplr mystery shopped over 1,000 brands in 2020 to learn more about where brands and retailers are excelling and falling short in meeting the CX expectations of today’s NOW customer. What we found was that many companies have costly gaps in their online CX, and that customer neglect is a problem that’s being, well, neglected by a lot of brands. . But not all brands struggled… We also found examples of exceptional CX, with a number of companies excelling with responsiveness, reliability, and relatability across multiple channels.
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NPS, CSAT, and FRT… all the traditional metrics we’re used to keeping a close eye on when evaluating the health and success of our customer experience and customer service efforts. But how do you truly quantify CX’s impact on your business? While NPS and CSAT are great leading indicators, CX teams need to be aligned with strategic business imperatives and track their success in influencing them.
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Two major speedbumps plague the eCommerce and retail bottom lines today: missing out on potential revenue by not converting enough site visitors, and losing customer loyalty due to significant wait times for customer support. You’re likely feeling one if not both of those pains right now. And you probably go through cycles of feeling at least one or the other throughout the year.
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When you choose to get help outside your internal team for customer service, are you looking to check a box? To deliver “good enough” customer service for your brand? Or are you looking for a solution that you can be confident will leave your customers in exceptional hands, and ensure no opportunity is wasted in CX?
The truth is, the traditional RFP issued for customer service providers hasn’t been cutting it. It’s not only painful, but leads to subpar solutions based on answers that have been copied and pasted for years. It’s made for a different age of customer, and a different model than what you need to truly solve your customer service challenges.
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For every department in an organization, it’s important to ask: how do we contribute to the overall strategy and goals of the business? Especially for CX teams, you’re responsible for the most prized part of your business: your customers. Without having a fundamental alignment to the C-Suite and the objectives and metrics they care about, you’re not positioning your team or yourself as a strategic driver of your business.
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It’s no secret that customer service and CX leaders are constantly frustrated by the constraints the traditional contact center model puts on their strategy. Front-line CX workers aren’t so thrilled about the model either.
We’ve all been saddled with a contact center model that has been managed as a cost-center: built around fixed headcount, imprecise staffing and forecasting, scheduled shifts, arduous training, and operational inefficiencies which force us to make costly compromises on our customer experience, all which limit service hours, limit channels, and slow down response times. It’s also resulted in an undesirable working environment for top-tier front-line CX talent, who increasingly desire a more flexible and amenable work-life.
But, there is a better way.
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It’s easy for all of us to get caught up in the day-to-day operations of our work. We all have KPIs and goals we’re trying to achieve. But we often overlook the very fabric of the CX organization, and the most important asset we have available to us: our people.
Exceptional employee experience is not about giving employees a fancy espresso machine in the breakroom or happy hours on Thursday afternoons—it’s about cultivating an inclusive, diverse, and welcoming workplace that gives every employee a set of options that will set each of them up to achieve their full potential and drive business value.
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Customer experience starts at the very first interaction a person has with your brand and spans the full lifetime of the customer. To manage that lifecycle, and to ensure the business is aligned around delivering consistently exceptional experiences to every customer, the Chief Customer Officer role was born.
The number of Chief Customer Officers is growing every year, and the people appointed to these roles come from a variety of backgrounds: customer service, customer experience, sales, marketing, digital, and more.
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