| Image caption goes here AI-powered virtual assistant interacting with a customer
[H2] What is quality customer experience?
It is one thing to talk about customer experience though and another to excel at it. As someone who is known to be a tad obsessed with CX, I’ve been fortunate to learn a thing or two in my career about not only what outstanding customer experience looks like but how to bring that vision to life.
In recent times, that has included working with one of Australia’s leading department store chains to transform their customer experience and while I’m not able to reveal its name, I’m more than happy to share aspects of our journey together to help other organisations achieve their own CX goals.
Given the millions of web pages dedicated to the CX conversation, it is fair to say that thousands of people have already shared their thoughts on this subject. Countless words. Lengthy definitions. Complex insights. I prefer to keep things simple, as evidenced by what I told our retail client when we first sat down to discuss working together.
“Customer experience is all about setting expectations and delivering on them our help to reinvent the way their contact.”
Jane Doe
Director of Customer Insights
On this occasion, the client wanted our help to reinvent the way their contact centres engaged with their customers. They were not as close with their current service delivery approach and team as they wanted to be and, in turn, had lost touch with being close to their customers.
And this is where we do things differently in our search for CX excellence.
[H3] How to design for customer experience
It is one thing to talk about customer experience though and another to excel at it. As someone who is known to be a tad obsessed with CX, I’ve been fortunate to learn a thing or two in my career about not only what outstanding customer experience looks like but how to bring that vision to life.
[H4] We hold up a mirror to clients
One of the key things we have done for our clients is to help them understand how failing to meet expectations impacts CX. An example? Online orders for the latest gadgets were flooding in. Customers were excited. There was a genuine buzz around the brand - right up until that the product didn’t come out on time. Cue a horde of upset and angry customers inundating the contact centre.
| Image caption goes here AI-powered virtual assistant interacting with a customer
[H4] We hold up a mirror to clients
One of the key things we have done for our clients is to help them understand how failing to meet expectations impacts CX. An example? Online orders for the latest gadgets were flooding in. Customers were excited. There was a genuine buzz around the brand - right up until that the product didn’t come out on time. Cue a horde of upset and angry customers inundating the contact centre.
Quality customer experience helps brands deliver value and that comes when customers feel valued and achieve the right resolution when issues arise. That did not happen on this occasion and we held up a mirror to our client and explained how they had set an expectation and failed to deliver on it. Crucially, we also wen
Statistics module (3col)
The future of customer service is undeniably intertwined with artificial intelligence. As AI technologies continue to mature, we can expect even more sophisticated applications that further blur the line between human and automated service.
Statistics module (2col)
The future of customer service is undeniably intertwined with artificial intelligence. As AI technologies continue to mature, we can expect even more sophisticated applications that further blur the line between human and automated service.
It is one thing to talk about customer experience though and another to excel at it. As someone who is known to be a tad obsessed with CX, I’ve been fortunate to learn a thing or two in my career about not only what outstanding customer experience looks like but how to bring that vision to life.
In recent times, that has included working with one of Australia’s leading department store chains to transform their customer experience and while I’m not able to reveal its name, I’m more than happy to share aspects of our journey together to help other organisations achieve their own CX goals.
Given the millions of web pages dedicated to the CX conversation, it is fair to say that thousands of people have already shared their thoughts on this subject. Countless words. Lengthy definitions. Complex insights. I prefer to keep things simple, as evidenced by what I told our retail client when we first sat down to discuss working together.
References
- https://www.pwc.com/us/en/services/consulting/library/consumer-intelligence-series/future-of-customer-experience.html
- https://newworldsamehumans.com/
- https://blog.hubspot.com/service/customer-service-trends
- https://www.mckinsey.com/capabilities/operations/our-insights/the-state-of-customer-care-in-2022