Jun 07, 2022
Why Customer-Oriented CX Companies Are Thriving In 2022
Most companies today have been treating customer service as a very basic aspect, to the point of completely underestimating it. Unlike engineering, sales, or marketing, which are vital to the success of any business, Customer Experience (CX) is vital to the growth of a business and it is something that unfortunately many industry leaders do not understand.
No matter which industry your business is in, competitors are often seen as a threat when offering very similar products or services. This is why it is advantageous to find differentiators which will make your business stand out and grow exponentially. One of those options, if not the best, is to offer an exceptional customer experience. If you are still not convinced that you want to do something to improve the way your executives relate to and serve your customers, here are some reasons why customer service is imperative for business growth.
Improving CX increases customer loyalty
Improving CX has become a top business priority as a way for companies to attract and hold onto their best customers, including many they didn’t have access to CX services before. CX goes well beyond customer service to encompass everything that goes into how customers perceive their interactions with an organization. This includes how customers navigate a brand’s website to how the backend billing and payment process works. To deliver a comprehensive customer experience, organizations must unite around the customer in ways they’ve never had before. Customer-centric organizations have developed a broad and deep commitment to understanding and serving customers.
Customer Experience businesses who are serious about improving their organizations’ customer experience (CX) will take these 3 actions:
- Unify CX across all channels, digital and physical.
- Improve employee experience to advance CX goals.
- Simplify and streamline customer interactions, including the use of automation.
Brands that want a long customer lifespan must develop shared, real-time insight into their rapidly changing customer needs. They also should establish a sense of ownership of CX results among functional leaders whose roles have historically been disconnected from customers. Finally, processes and systems to enable rapid and effective engagement and a culture that is based on customer-centricity, speed, and agility, are needed to succeed.
Quality customer experience is good for business
In addition to offering good customer service, companies need money to grow. The good news is that quality customer service can help your business make better money. In fact, his data proves it: in a 2011 report by Oracle, it was found that 86% of customers were willing to pay more money in order to have a better shopping experience.
On the other hand, in the same year, American Express found a similar result: 70% of Americans are willing to spend 13% more with companies that offer excellent service. Offering a unique customer service allows your company to put aside low prices and obtain greater benefits for its economy and finances.
Offering quality CX allows companies to improve
Customers are a very valuable source of information that allows your company to improve and grow. When these are on your side, companies can count on all the necessary data to improve and become the best in the market.
When companies actively strive to offer great service to customers, it is possible to directly obtain information such as improvement ideas for your products, constructive criticism regarding the company, and requests, and comments with which your company can improve and overcome. To deliver exceptional CX requires not only the involvement of many different functions but also the collaboration and combined effort across the organizational silos that are still such a barrier today.
Horatio is a leading provider of white-glove customer experience and omnichannel support services. At Horatio, we like to say “do what you do best, and hire Horatio to do the rest.” Horatio partners with high-growth and innovative companies to develop their customer support strategy and provide a dedicated handpicked team to execute. Horatio’s number one focus is on providing high-touch, brand-focused customer support. Our team is equipped with state-of-the-art technologies and expertise to ensure a great customer experience every time.