The roadmap to achieving innovative CX for mutual value includes efficiency, rapid recovery and personal attention.
Foundations of CX have been built upon and shared in an article by Forbes, which gives business and brand leaders an insight into not only how the COVID-19 pandemic has changed the face of CX but also the areas in which CX is developing post-crisis too.
The guide is a stark reminder of the importance of re-learning all about a businesses customer base and warns against making the assumption that what customers want remains the same before the pandemic.
Pointers include:
Setting enterprise-wide KPIs: This encourages businesses to understand the holistic approach to KPIs and use a combination of customer and live agent KPIs and metrics to succeed
- Create value though attention: Turning feedback into action to make customers feel valued and for live agents to show gratitude when praised for their CX are both of utmost importance
- Reward with loyalty: A variety of programmes and loyalty schemes are required to prompt customers to consider staying with a company and not shift to a competitor
- Use tech efficiently: The adoption of new and exciting tech tools is vital for businesses to succeed and weed out the competition while offering live agents a remote working or hybrid model. But these technologies must be used properly and to effect. They should also be used universally, particularly when it comes to big data and analytics. Digitisation is key post-COVID.
- People power: While digital transformation is important, so is a team and the business culture of the people working for the company. Invest in proper training and spend time with live agents while selecting communication tools carefully to get the most value from it
- Consistent and open communication channels: Bad communication will make customers jump ship to rival companies. Automation of communication is an effective tool but must be used effectively. Consider time zones when emailing or sending SMS to an entire customer base. They’re not all on the same one. And like any forward-looking and innovative company, keep algorithms at the forefront of the business model.
