12 Steps to Customer Engagement Excellence
In an era where customers have more choice than ever before, companies must differentiate themselves not only by the products and services they sell, but also by how they engage their consumers and customers before and after the sale. According to a recent Daily News report, 86% of consumers will stop doing business with companies because of a bad customer experience. On the other hand, 60% of customers are willing to spend more money with companies they believe provide an excellent customer experience.
And while it’s easy to understand that customer experience is critical to business success, tailoring your customer service program and your company with people, processes and technology to excel at customer experience excellence can be a difficult task. That’s why most organizations today continue to let business processes and policies define the consumer experience, creating challenges for their customers instead of enabling them.
At Eventus Solutions Group, we have extensive success helping companies optimize their customer engagement programs and activities. We’re sharing some of the expertise our contact center consulting experts have developed in a new Eventus PointOfView™ whitepaper called “12 Steps to Customer Engagement Excellence”.
The paper describes a dozen proven best practices you can implement to help your organization and contact centers move toward customer engagement excellence. In this whitepaper, you will learn:
- Why customer focus needs to be a business objective, not just a departmental objective
- Who, in addition to your customers, you must be listening to in order to improve the customer experience
- What concrete steps you can take to build an engaging culture
Forrester Research says improving customer engagement isn’t just a good idea – it’s mandatory if you want to survive and thrive in the Age of the Customer. If you are looking for ways to improve the customer experience you deliver via your contact centers, this whitepaper will be very helpful. To obtain your free copy of “12 Steps to Customer Engagement Excellence”, click on the Download link below, fill in the form and hit Submit.
It can be hard to fathom a life without customer service in it. Before remote desktop support, live chat and other contact center solutions, there were complex phone trees and outsourced call centers and before that there were buggy IVR systems and telephone switchboards connecting you to the store you purchased the product from.
The past few decades have seen the business world sway multiple times between call center outsourcing and internal call center operations.