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Uncertainty and anxiety have catalyzed a flood of customer questions and calls into service centers. Today’s stressed customers don’t want to wait in long queues or get stuck in automated systems that are overloaded and overwhelmed. Flip the coin over, and we see that employeeexperience is also suffering.
The good news is, even at a time of physical distancing, your customers and employees still want to interact with you, but now they’re demanding that those interactions be different. Companies using self-service have 6X greater annual improvement in lifetimecustomer value, seeing much higher customer satisfaction and retention rates.
FSIs learned (often the hard way) that their capacity to leverage and scale digital-first customer engagement is essential for ensuring business continuity and a seamless customerexperience (CX). For instance, at a time of crisis, policies and procedures change rapidly, causing callcenter volumes to spike through the roof.
The way a customer feels about your brand will shape not only how loyal that customer is but also how often that customer refers your business to friends and family. Providing great CX increases customer loyalty and lifetimecustomer value, which directly impacts the bottom line.
She is an internationally recognized CustomerExperience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in CustomerExperience’ (and at the Heart of Your Business). Analyst at ICMI, and CallCenter Leader at Deloitte.
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