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This post is based on the webinar I presented to my friends at Calabrio (Convince & Convert Customers)—switch access to the webinar now -> A Happy Team Creates Happy Customers: A Guide to Success for the New Era .
When it comes to customer experience during a pandemic, customers aren't going to give you an "epidemic". Well, your business is facing unprecedented times. Yes, your employees are facing unprecedented times. Yes, your team is hitting new feats of productivity and focus. And yes, you are facing unpredictable challenges and solving new problems every day.
However, customers won't let you through the pandemic when they experience buying your product or service.
Customers want everything fast and clear. They want kindness. And they want you to consistently deliver these to them all the time.
They want special experiences. Perhaps now more than ever.
Customers are systematizing the way they buy. Companies may tend to assume that customers are looking for lower prices. But it's not about the price. In fact, Podium research shows that 28% of customers say price has become less important since the pandemic hit.
Customer experience is the difference.
Podium research shows that more than half of customers (54%) have made a purchase from a business for the first time since the pandemic. Of those customers, nearly 9 in 10 (89%) plan to stay with this new provider, Podium said.
More than half of customers (54%) have purchased from a business for the first time since the pandemic. Click to Tweet
Everyone's customers – yours and mine – are ever more ready to change who they buy products and services from. This puts more emphasis on customer experience as a differentiator of purchase than ever before.
Meanwhile, our workforce - yours and mine - has experienced mass disruption. Schedules, locations, focus, productivity have changed.
Our tendency is to keep our customers satisfied. But the real key, core strategy now, is to keep our teams happy. Because one begets the other: EX supports CX.
Employee experience powers the customer experience.
It is virtually impossible to deliver a spectacular customer experience without a spectacular employee experience. This is always true; It's just that now, the circumstances of influence have changed.
To succeed in the next phase – the winter of a pandemic – companies need to set up the agile game and strengthen the management of their workforce. The combination of factors of today's environment requires us to train and collaborate with our employees like our own families; that we focus on the employee experience just as the very existence of our business depends on it.
This means we don't just look at "what" happens every day. It means we go deeper. We look for whys and hows. We look for opportunities to really understand our team's problems and work with them to solve them, for their benefit, our benefit, and the health of our business. It's the only way we can have a spectacular employee experience and, in turn, a spectacular customer experience.
Managing a workforce in the age of “work from home” means new things. One example of a tool that helps companies achieve this is the Calabrio ONE Workforce Interaction Management Suite. It's a tool that allows teams to do so much in one package, making it the perfect recipe for how long we've found ourselves.
In this new era, we need:
- Empowering our employees and agents . Flexibility is now a priority – more than ever. And on a scale that it used to be. With stay-at-home kids, healthcare, and scheduling challenges, the need for “flexibility” as an employer is increasing, which means something different in 2021 than with it did in 2019.
- Train and develop employees with highly targeted training and education. One of the biggest drivers of team satisfaction, and thus customer satisfaction, is increasing transparency and communicating in a personalized way at all levels of the organization.
- Leverage technology systems to identify and improve challenges. Real-time technology tools can help track schedules and provide early warning with important information.
Remote working is the new reality, and it's no longer seen as a drain on productivity. According to PWC, 54% of CFOs plan to make remote work a permanent option.
Technology is one way that you can improve your attendance and communication. And if you have an agent – you'll be more compliant. You can improve the overall quality of your company's customer experience to make it better than ever.
Customers of Calabrio ONE Better engagement reporting, better compliance, better time handling, prevention of technical issues. Overall, the quality of the customer experience is better than ever.
Calabrio ONE can help you get there.
This is your success and may your team stay healthy and happy.
Please see the full webinar I recommended to my friends at Calabrio, A Happy Team Creates Happy Customers: A Guide to Success for the New Era . Side note: Calabrio is a Convince & Convert app and we're big fans!
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