Adapt Your Customer Strategy for Today

January 18, 2021

If you are in the customer service sector, you’ll have realized already that things are very different today than they were before the COVID-19 pandemic. Even if you haven’t suffered significant losses to your sales, staying aware of and adapting your business model to the constant behavioural changes around the world can be a stressful task.

The way people work, eat, buy products, communicate, learn and even socialise has changed massively. It’s no longer prudent to rely on the formulas and predictions that once supported your original business model, while the world seems to be in flux as it reacts to both government and societal changes affecting the way people behave.

Ideas To Improve Customer Experience and Maximise Return on Investment

November 17, 2020

For a company to succeed both in terms of its reputation and its bottom line, it has to put customer experience at the heart of its vision, values and mission.

Twenty-first-century customers expect excellent proactive customer service and won’t hold back if they don’t receive it. We live in a 24/7/365 culture, and customer service has to keep up with the expectations it brings. Customers also take a broad view of customer service and

Why Customer Service Training Is Important for Employees

October 7, 2020

In today’s saturated market, your business is likely to be competing with hundreds of others. Your competitors provide similar products and services. What makes you stand out amongst the rest is the customer experience you present through your brand.

There’s no way to understate the importance of brand aligned customer service. However, not every company has made the decision to invest in this sector as much as they maybe should.

In this article, we’ll take a look at why customer service training is essential for employees and how it can improve customer satisfaction and loyalty, increase employee engagement and raise your bottom line.

Innovative Ideas to Improve Customer Experience

October 5, 2020

Today’s consumers want and expect to have an enjoyable customer journey with your brand. Not only that, they expect that to happen quickly and effortlessly and with multiple channels of communication. We live in a world where around the clock interaction has become the norm, and we believe that companies that ignore this, do so at their peril:

A recent Microsoft study into customer satisfaction levels found that 96% of consumers cite excellent customer service as a reason for their loyalty to a brand.

40% of consumers who contact a company through social media demand a response within an hour and 79% expect to hear back within 24 hours.

Why Customer Experience is so Important

September 29, 2020

Providing consumers with positive customer experience is crucial to business success. It’s good for your brand and your bottom line. However, customer satisfaction levels have taken a battering in recent years and, against the unprecedented backdrop of COVID-19, some businesses have fared better than others.

SERVICEBRAND GLOBAL believes that although we’re living in extraordinarily volatile times, a company that places customer experience at the heart of what it does, while aligning brand identity, and employee engagement, will benefit from a healthier bottom line and reputation.

5 Ideas for Improving Customer Experience

August 18, 2020

In 2020, the importance of customer experience cannot be overstated. In a saturated market, this is what sets one brand apart from the next and captures long-term customer loyalty. Customer service is essential to the brand loyalty of over 96% of consumers. In other words – almost everyone expects excellent customer experience. This is true for the service sector eg hotels, airlines, professional services etc and for businesses selling products eg automotive, technology products, telephony, white goods etc.

The customer experience has a direct impact on the bottom line of your business. Customers are generally willing to pay a higher price for a better experience. The opposite is true for negative service and one-third of customers would consider switching to a different company based on just one negative customer service encounter. In today’s digital marketplace, this means you are just one click away from losing customers, sales and profit.

How to Improve a Customer Experience Strategy

May 21, 2020

The UK Customer Satisfaction Index (UKCSI) is at its lowest level since 2015, sitting at 76.9, 0.8 points lower than January 2019. Organisations with higher customer satisfaction levels have higher employee productivity and engagement.

We know that excellent quality customer service is built on a customer’s experience with that company, the company’s ethos, its complaint handling, its ethics, and the customer’s emotional connection to that company. We also know that the more a company invests in its customer experience, the higher the return on investment.

If you are looking to improve your customers’ experience with your business, first you’re going to need a solid customer experience strategy. SERVICEBRAND GLOBAL will work with your business to ensure that through behaviour change, your teams are engaged, empowered, and invested in providing an excellent customer experience.

How to Improve the Customer Experience in a Values-driven Economy

March 13, 2020

The customer experience has never been as fundamental to business success as it is today. As well as consumers expecting more from the companies and brands they engage with as part of a values-driven economy, innovations in the world of CX have created an increasingly competitive landscape where a poor customer experience approach could put you out of the game for good.

To address your concerns over what you should and shouldn’t be doing to offer great customer experiences that support your growth, we’ve outlined five key steps you can take. While they’re not the total answer, they can help you create a solid foundation for delivering consistent customer experiences.

Continue reading “How to Improve the Customer Experience in a Values-driven Economy”

Building a Customer Experience Strategy for Your Business

January 4, 2020

Attracting and engaging customers is an art in today’s incredibly competitive landscape of inbound marketing and customer-focused brands.

To get your prospective customer’s attention and bring them through to conversion with carefully targeted, authentic and relevant content, you’ll need to dedicate some serious time and resources to building an effective customer experience strategy.

Category: Customer Experience Strategy