Did you know that customers are willing to pay more for a good customer experience? And that exceptional service is a better indicator of customer retention than product pricing? Just take a look at a few of the numbers from the Aspect Customer Experience Index:

  • 54 percent of consumers stopped doing business with companies because of poor customer service.
  • 68 percent of consumers and 78 percent of millennials did more business in 2017 with companies because of good customer experiences.
  • 52 percent of those consumers said they’d pay more for good customer service.

Organizations need to have a strong grasp on the fundamentals of a positive customer experience. It is critical to incorporate this understanding into contact center agent training so that you can ensure high quality customer service every time.

So what are the two most fundamental things customers want from their experiences with your contact center?

Did you know that customers are willing to pay more for a good customer experience?

1. Consistent, seamless experiences

Contact centers need to provide customers with omnichannel options that offer the same quality of service across the board. According to Salesforce’s State of the Connected Customer report, three-quarters of consumers demand consistent experiences across platforms.

What’s more? Over 70 per cent of respondents said they would switch brands if a business doesn’t offer multichannel, seamless experiences. And more than 60 per cent of Australian consumers say they won’t go back to a company once they’ve left, according to research from Accenture.

You need to provide your customer base with options for contacting your team and ensure they are receiving consistent care across the board. If you don’t, you risk losing their business permanently.

2. Authentic interactions

Sure, digital mediums have taken the world by storm, but that doesn’t mean they’ve replaced the value of a human touch. Customers expect to be treated like a person, not a number.

Salesforce found that 70 percent of customers claim a business’ understanding of their personal needs directly influences their brand loyalty. In fact, over 65 percent of consumers stated they were very likely to switch over to a competitor if they felt a business wasn’t treating them like an individual.

It’s important for your agents to remember this. Every person in the queue deserves an equal level of personalized attention and care. These authentic interactions are the difference between a loyal customer and lost business.

Keen to learn more? Reach out to us today!

Monitoring your team’s approach to customer experience is a critical aspect of quality management. When you can accomplish a consistently high quality experience for consumers, success is inevitable.

If you’re interested in more information on how to manage quality across your department, Call Design has the course for you. Our Quality Management Essentials training course gives you the tools you need to set goals for your agents, align your service approaches and assess core metrics.

Contact the Call Design team for more information.