The newest CX trends are sweeping the business world, and they’re all about ensuring that all customer service activities are focused on deepening the customer-brand connection. Here’s how.
It’s 2023, and customer service has truly arrived – it’s no longer a department, it’s a philosophy. While at one time, service and experience were independent of each other, service has become baked into CX. And the CX leaders understand that the service philosophy must be embedded into the corporate culture, from the smallest backroom departments to the customer-facing employees, and up to the corporate suites. In other words, CX can be found at every desk and every counter.
Another important emerging CX trend involves platforms and initiatives that “help customers help themselves”. Studies show that more than 70% of consumers are willing to embrace digital or self-service tools, allowing them to be in more control of their customer journey. But for this strategy to succeed, organizations must ensure that the automated process is intuitive and user-friendly, and it must result in a successful transaction 100% of the time. If a transition to human support becomes necessary, make it seamless and immediate. And while many consumers still rely on telephone communication, the “teach your customer” principle can be applied, resulting in their willingness to adopt digital transactions.
Speaking of CX trends, personalization is one of the front-and-center initiatives that business leaders are focusing on. The customer of 2023 expects their brands of choice to know them. And not just through the customer support process – through the entire journey. Marketing specialists conduct personalization via personas – various “types” of individuals – and then group them accordingly. It’s important for companies to have a large range of personas that can be shared across departments, from pre-sales, to sales, to post-purchase. This type of strategy creates a powerful ability to personalize the customer experience – thus ensuring next-level CX with next-level results.
The smart brands of 2023 understand that customer service is no longer a cost center, but a revenue-generating center. When customers are taken care of, they trust the company and tend to return. When a brand has a full understanding of them, customers feel known, understood and appreciated. Now we have an emotional connection, which opens the door to repeat business, referrals, and cross and up-selling. In other words, customer service is the new sales team.
With the understanding that there has never been a greater emphasis on service, it’s time to recognize that an experienced BPO outsourcing company can become part of your corporate strategy. Anexa is an award-winning customer service outsourcing company, poised to take your customer service to the next level – which is exactly where it needs to be in 2023 and beyond. At Anexa, we place “service” at the forefront of all our customer-centric processes and activities. Our teams are hired for soft skills and trained to represent your business exactly as you would: putting your customer first and being acutely aware of emerging service trends and principles.
Contact Anexa today for more information on how to deliver an exceptional customer experience.