Customer experience is quickly becoming the number one brand differentiator. So it’s no surprise that 95 percent of survey respondents in the new 2018 Global State of Customer Service report indicated that customer service, which is often the face of an organization, is important to their choice of and loyalty to a brand. In fact, 61 percent of the 5,000 respondents surveyed have switched brands due to poor customer service, with half having done so in the past year. The upside? There is plenty of room for growth for brands that want to stand out from the crowd.
Customer service is about more than solving problems and answering questions. It’s an opportunity to create positive outcomes that generate loyalty, improve customer retention and increase lifetime value. The experiences created by your customer service organization can significantly impact every aspect of your business.
What are customers looking for? These are just a few of the findings:
- A desire to be heard. Customers want a voice. An average of 90 percent of respondents wanted to provide feedback about their experience but are only given the opportunity 37 percent of the time.
- Service anytime, anywhere. Customers expect to receive service through any channel and on any device, with 59 percent of respondents having used multiple channels to get questions answered.
- Digital and emerging tools. AI-driven virtual agents are trending. Bots built using technology like natural language processing and machine learning can provide an intelligent, conversational and effortless customer service experience.
It all adds up. Within the charter of every customer service organization is the power to build a brand and transform customers into brand ambassadors. But it requires a clear understanding of customer behavior, preference and expectations – and a willingness to reimagine the service experience.
What are your customers saying? How is customer service viewed and what’s trending? Get a comprehensive view and learn how to leverage your customer service organization to increase loyalty and revenue. Download the 2018 State of Global Customer Service report today.