A top-line customer experience is a key to business success. It is the goal of every company, but in today’s environment has become much more challenging due to the repercussions of the ongoing pandemic.
As the workforce and consumers become more virtual, potential customers are increasingly turning to software and online services to meet their needs, and businesses need to find and leverage the appropriate technology to serve them.
It begins by building a strong business technology foundation. One built on what has become the “seven pillars of the customer experience”. These seven pillars can serve as a model for those executives grappling with this fast-changing digital transformation. These include…
This can include responding effectively via email, phone, and online outreach channels. Utilizing Cloud tools for efficient use with documents, forms, and templates, and implementing VOIP phone systems to help route calls, monitor communications, record calls, and more.
Good customer communication can be facilitated by giving employees accurate and up-to-date customer and business data. It will help with clear and effective communications during the entire customer experience.
Gartner the internationally known research firm has estimated that downtime costs businesses an average of $5,600 per minute (over $300,000 per hour), and that was back in 2014. Now it’s even more important to address problems and bounce back quickly. Every minute matters, so make sure your IT staff or support team has a good backup strategy and a disaster recovery plan.
Companies that build a customer service platform based on these seven pillars will not only amaze their clients but also win more business.
George Wiesenthal is a founder and partner Zzoomit. Throttle Net offers an array of technology services and products to help business owners achieve their corporate goals and accelerate business growth. These include cloud computing, custom software and mobile application development, and outsourced Managed Network Services which helps companies improve their technology uptime and IT capabilities while, at the same time, reduces costs.
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