Today’s customers have more options and more information than ever before, and customer engagement is quickly becoming the primary factor that affects customer loyalty.
Businesses are already feeling the impact. According to Gartner, 89% of today’s companies said they expect to compete mostly based on customer experience. Clearly, the game is changing, and companies that don’t give customers what they want run the risk of being left behind.
So what do customers want? And, more importantly, what can you do about it? For one, they don’t want to navigate a meaningless phone tree: 50% of customers ranked automated response systems as their top customer service complaint. Of course, that doesn’t mean you have to scrap your phone system altogether; modern capabilities like automatic callback and personalized menu options can satisfy impatient customers while making the most of your resources. Or, you could consider redirecting some of that traffic to email or live chat—our study also found that if customers knew they could get a resolution on the first attempt, 78% would choose a channel other than phone.
The key is developing a speedy, seamless, and omni-channel customer experience. That may sound like a tall order, but it doesn’t have to be such a challenge. Knowing the types of plays that will have the biggest impact on your customer experience strategy is a great first step. Check out our Playbook for Activating Customer Engagement which provides 7 plays that will help you score big in the customer engagement game—proven strategies to help engage, convert, and retain customers.
Are you ready to win? Download the Playbook today. We’re here to help and cheer you on!
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