Automate Customer Engagement – There is a great parity in the market today – in every industry. This could arguably be the single greatest impact of technology and the internet on the world of business. No longer are the leading businesses most commonly defined by a ground-breaking product or a unique service that only they can offer. Parity.
So that begs the question, what is propelling the leading businesses today? How are they gaining a competitive advantage and leading the way? The answers lie with the customer…
Automate Customer Engagement -The Customer Experience
Companies that fail to deliver the very best customer service will eventually feel the consequences, often sooner than later. The problem with failing to meet the bar for top-notch customer experience is costly. While a business may earn a customer’s purchase, the company that delivers the best customer engagement will earn their business.
One story citing a Walker study reported that:
“…by the year 2020 customer experience will overtake price and product as the key brand differentiator.”
“86% of buyers will pay more for a better customer experience.”
If your customers aren’t getting the best possible customer experience, there are plenty of other competitors willing to make sure they do.
Providing a Great Customer Experience
The intricacies of building amazing customer engagement can be layered and complex. Those efforts to achieve the goal of delivering a great customer experience, however, can be summarized in two steps…
Talk the Talk
Customer engagement begins the moment the customer is introduced to your business. Being courteous, polite, professional and helpful be answering questions and providing solutions begins the customer journey on the right foot. Now it’s time to back that up…
Walk the Walk
Telling your customer you can do that is one thing, doing it is another. Assuring your customers that they are a priority is vital, proving that is essential. Saying, promising and verbally assuring your customers is great but it won’t mean anything if those words aren’t backed up by action.
The Automated Solution
There can be a multitude of steps along the customer journey. That means the need for multiple departments and teams to collaborate in order to assure the absolute best customer experience. Any breakdown anywhere in the journey can disrupt the experience and there are plenty of areas for potential failure and collaboration:
- Customer Follow Up
This is a short list of the many possible areas where a missed communication, lack of follow up or failure to follow through can diminish the customer experience. The solution is process automation. From taking the order to delivering the purchase and making those important follow-up satisfaction calls, automation ensures the process works.
By automating the process of the customer journey the customer will get timely, professional and efficient service – your business will be walking the walk. A short video here shows the real and practical importance of using process automation.
Taking these steps will make your customer feel important and that may be the greatest benefit of all.
Making the customer experience the best one possible for each individual customer can be simplified by saying, making the customer feel that they are the business’ most important customer is priority one. Making each customer feel like they are the only customer or the most important customer is how the best possible customer experience is achieved. It is also what automating the process will empower, promote and enable your company to do.
Your company’s top priority is making your customers feel like, priority one. Automation does more than make your day-to-day business more efficient, it makes it better by making your customers happier.