Your Customer Experience Needs to be Improved
Author: BUKA CHINA SKYLINE TELECOM CLOUD SMS PLATFORM Release time:The report surveyed more than 23,000 consumers from 23 countries in 2021 about their consuming experience. The countries include Australia, Belgium, Brazil, Canada, China, France, Germany, India, Indonesia, Italy, Japan, Malaysia, Mexico, Netherlands, New Zealand, Philippines, Singapore, South Korea, Spain, Thailand, UK, US, Vietnam. And the result is impressive.
As many merchants still expect the world to return to what it was like before, the report result shows that the trend caused by Covid-19 is irreversible. Because of the pandemic, businesses around the world encountered different severe challenges. People are not satisfied with the consuming ways and services that merchants provide. It is either insufficient or inconvenient, always short of choice. Consumers are no longer willing to compromise.
Let us get the report result first.
The result indicates that more than half of consumers surveyed expect to be better heard and served. They want to be treated better during the consuming process. They want a better customer experience. As a result, they are willing to pay more for your better service on them.
The bad news is, nowadays, if consumers don't get the service they think they deserve, they will walk away from your brand. After all, there are plenty of choices on the market. There is a low cost for them to transfer from one merchant to another. Why do they have to stick with yours?
It is dangerous to think that your customers couldn't leave your service or product. As elegant as Apple, they still lose customers to HUAWEI and XIAOMI in China. NASA loses customers to SpaceX, while Benz and BMW lose customers to Tesla. There is no market unbreakable.
The customer service is so unsatisfying that 8 out of 10 people surveyed believe customer experience needs improvement. You can say that people always want better service, no matter how good is the current service you provide now. There is nothing wrong with it. As a merchant, your job is to provide service beyond their expectations. That, my friend, is good customer service.
Brilliant companies always spend a lot of resources and emphasis on better serving their customers. In the old days, we used to say: "Customer is the god." The saying goes even more correct in the current world where many more business providers exist. It's sad how many merchants create brilliant products but lose customers due to bad customer service.
From the above figure, we can learn that price is still the most crucial factor that affects customers' purchasing decisions. Meanwhile, customer service support has become the second important factor. They want to buy cost-effective products, as well as be served nicely.
Speaking of excellent customer service, omnichannel experience is the hottest concept right now. Companies that build omnichannel customer experience are taking up the market. Customers are surprised by the thoughtful services anytime and anywhere from the merchants. As a result, they are more willing to purchase.
As a merchant, how do you listen to your customers' feedback? Do you know who your customers are? Do you know how do they like your products? Are you interested in what they have to say? Do you know that most probably you will generate your company's development direction from your customers?
Omnichannel is what for: to listen to your customers better, to listen to them anywhere and anytime. Your purpose is to serve your customers.
Humanized caring service is what customers yearn for: The interaction itself can be meaningful. Your service makes your customer happy. More happy customers make you happier. If you put your customers' happiness at the priority, you will naturally create a good customer experience, which in turn, will drive your revenues.
And you may use advanced AI-based chatbots to help you create fantastic customer experiences. It's clever. It saves your budget and increases your efficiency. The point is you need to make your customers feel one-to-one. Designing a system so that you serve them like they are the only most important thing right now in the entire world.
In the next article, we will explain in detail how to build omnichannel customer service. Stay tuned.
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