How the Best Brands Improve Customer Service: 5 Expert Tips

May 02, 2018
How the Best Brands Improve Customer Service

 

If you’re reading this, you’re likely already aware that CX has taken center stage in strategic discussions at companies all over the world. In the age of the customer, the experience that brands offer their customers has become a major differentiator. And for many, it’s a primary component of their competitive advantage.

A critical element in any CX strategy is improving customer service. While customers may interact with your brand in a variety of ways throughout their journey, some of the most high-stakes interactions take place when customers are seeking help and support. They’re expecting to be able to find a resolution quickly, easily, and conveniently.

However, even though 80% of companies say they provide “superior” customer service, only 8% of people think these same companies actually deliver it. As a crucial component to your overall experience, customer service improvement initiatives should be treated as a priority.

 

Strategies to Improve Customer Service

There are many ways to approach improving customer service, including delivering better customer self-service via web and mobile, focusing on in-store experiences, and optimizing your contact center. This post centers on the front lines of customer support: the systems and processes that call center agents use to serve customers every day.

 

What Do Leading Brands Do Differently?

There are several call center best practices that the world’s top brands prioritize as an integral part of day-to-day operations.

For 5 examples of how leading brands (including The Cheesecake Factory, Aer Lingus, Vera Bradley and more) are offering superior customer experiences, check out the original blog post from Astute Solutions.

 

 

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