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Ignore Customer Experience at Your Risk

TMCnews Featured Article


February 11, 2015

Ignore Customer Experience at Your Risk

By Mae Kowalke, TMCnet Contributor


I write a lot about business trends, and one of the biggest trends in business on a macro level is the increasing importance of the customer experience.

G2 (News - Alert) Crowd just announced its most recent Crowd Help Desk Best of Breed Grid report (TeamSupport was rated tops in customer satisfaction, if you’re curious), and that got me thinking about how most businesses still do not understand the key importance of the customer experience.


Of course, every business pays lip service to customer care and taking care of their customers, but this age-old business necessity has gained in importance.

Customer experience has become even more important than ever because of two chief changes in the world.

First, customers are getting used to good customer service. They expect it, especially the Millennial generation that is growing up at a time when their experience with products and brands largely determines what they will choose. It is not enough just to have a good product or service; the customer also needs to feel valued, part of something larger, and have a good overall experience (with bossy New York City restaurant help possibly being the one exception).

Second, customers have more choice than ever before. With the Internet, it is easier for customers to find all options and choose among various offerings. Research is easier, and finding the competition is easier.

If a business does not deliver on a good customer experience, customers in 2015 now will simply click away to another firm that both offers the product or service and does bring good customer experience.

These two trends are elevating the need for good customer experience.

That’s why smart businesses, those that are evolving with the times, have taken to advanced customer care solutions such as that offered by TeamSupport and others.

TeamSupport offers a collaborative customer care solution that helps contact centers set up internal social networks for better customer care, record interactions, and stay closer to customers. This sort of software is key in the race to be the best at customer experience.

Many businesses do not realize the increasing importance of customer care. But that’s a big mistake. 




Edited by Alisen Downey







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