Excellent customer experience ensures customer retention and provides brand advocacy. By giving a premium quality customer experience, the brand ensures lifetime value, customer retention, and brand loyalty. Studies say that 52 percent of customers would go out of their way to buy the product from the brand, which they are loyal to or the one that offers the best customer experience, according to Zendesk's Customer Experience Trends Report.
Post-pandemic, maintaining, and upgrading customer experience has become the sole objective of many multinational companies. As everyone is after getting the most significant market share, improvising the customer experience is the only way to go on about. To add on, in this digitally fast-paced world, the attention span of the customers has decreased drastically. Hence, the customer will not think twice about shifting to a competitive rival brand if the customer experience is not satisfactory. The competitors are just a Google search away.
A business can drive competitive advantage by offering a good customer experience, thereby preventing them from switching brands. In this dire situation, we’ll recommend key factors for small businesses to help them deliver excellent customer service in the new normal. These include;
Improving Your BCP Strategy
Your BCP is your Business Continuity Plan, if you don’t have one already, you may find it quite difficult to adapt. Can your business survive with its staff working from home? If this is something you’ve been trying, it’s time to perfect it.
Empowering Your Staff with New Technology
Empowering the managers with the knowledge of the latest forms of digital forms of communication, handling, and managing the organization's operations would become a piece of cake.
Promoting and enhancing the usage of digital learning could be one way of dealing with the work-from-home crisis. Creating an ideal course for the employees and ensuring that they follow them diligently could help the organization streamline its entire operations.
In addition, making micro-level plans and mapping out the business's entire process could also be one of the options to deal with the challenges.
Taking Care of Your Staff
Start by listening to employee feedback and suggestions and find a way to keep them healthy. Our adoption of “work from home” is a perfect example. Adopt similar strategies or at the very least, ensure strict social distancing measures. If your employees are not in good shape and health, your customers will suffer.
Encouraging Sharing and Communication
Encourage proper communication and knowledge sharing among staff members so they can always stay current.
Reaching Out and Helping People
The whole world is suffering from the consequences of the pandemic we never really prepared for. This is a time we all need all the help we can get. Consider reaching out and helping your community overcome this challenge in any way you can help.
For small businesses, this is a time to let goodness prevail in business.
This is a time to show your human side and help the world heal itself. That said, you can contact One Contact Center for everything that relates to customer support and experience. We are all in this together, and hopefully, we’ll all be here together when it all ends.
One Contact Center
One Contact Center knows how essential it is to ensure the best quality of customer experience and losing the business over poor customer services cannot be risked by any organization. If you’re keen on boosting your customer experience with reliable support services, please, contact us today. We’ll be more than happy to help.