10 Trends Impacting Your Contact Center
Title : 10 Trends Impacting Your Contact Center
Edition :
Year : 2017
Authors : Mitel
Publisher : Mitel
Preface
One Customer, One Experience
Good customer service is all about catering to a market of one. It’s about creating a singular positive experience that will make your customer believe that you care about his or her business.
That’s the reality of doing business in today’s hyper-connected, mobile world where every customer has your competitor a simple tap away on a smartphone. Engaged consumers buy 90% more frequently, spend 60% more per transaction, and are five times more likely to pledge loyalty to a single brand. All of which translates into engaged customers delivering three times the value to your brand over the course of a year.
Your ability to create that optimal customer experience at every touch point will determine how your customers view your business. If you’re successful, you will retain that customer’s loyalty. If you’re not, that customer is gone.
How did we get to this point?
The technology that has put the world at our fingertips on smartphones, tablets, and desktop computers has changed the way consumers shop, buy and interact with all businesses. Expectations of what good customer service is are higher. How customers want to engage with your business has evolved to support those expectations. And the business model needed to meet expectations must adapt to these changes.
The good news is that the businesses that get customer experience right position themselves to reap the opportunities lost by those who fail. Here are today’s top ten trends impacting your customer experience, and how you can turn them into loyalty-building, profitable opportunities.
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Preface
One Customer, One Experience
Good customer service is all about catering to a market of one. It’s about creating a singular positive experience that will make your customer believe that you care about his or her business.
That’s the reality of doing business in today’s hyper-connected, mobile world where every customer has your competitor a simple tap away on a smartphone. Engaged consumers buy 90% more frequently, spend 60% more per transaction, and are five times more likely to pledge loyalty to a single brand. All of which translates into engaged customers delivering three times the value to your brand over the course of a year.
Your ability to create that optimal customer experience at every touch point will determine how your customers view your business. If you’re successful, you will retain that customer’s loyalty. If you’re not, that customer is gone.
How did we get to this point?
The technology that has put the world at our fingertips on smartphones, tablets, and desktop computers has changed the way consumers shop, buy and interact with all businesses. Expectations of what good customer service is are higher. How customers want to engage with your business has evolved to support those expectations. And the business model needed to meet expectations must adapt to these changes.
The good news is that the businesses that get customer experience right position themselves to reap the opportunities lost by those who fail. Here are today’s top ten trends impacting your customer experience, and how you can turn them into loyalty-building, profitable opportunities.
DOWNLOAD (MEGA) | DOWNLOAD (SOLIDFILE) | DOWNLOAD (UPTOBOX)
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