Did you know that 64% of people think that customer experience is more important than price in their choice of brand? The new trends in customer service are emerging day by day and one cannot just overlook them. Though 2019 year will not become the year if AI in customer service, the impact of technology and customer demand on it cannot remain unnoticed. Customer service now becomes a competitive advantage for many companies during the sales process. Thus the main goal for businesses in not only to explore and implement new technologies but also do their best to WOW their customers and offer memorable customer experience. >>>
Did you know that 51 percent of U.S. employees are looking for a new job? Why?
Aren’t they satisfied with their salary? Don’t they like their old laptops? Can’t they bear long traveling to and from office? Or maybe their chief isn’t empathetic enough?
It’s quite a difficult task to find the one who cares only about material values when deciding on a job. The ProvideSupport blog writers have prepared fascinating statistics on this issue. Take the trouble to have a look at it and find out how much chiefs lose per year just because of not being empathetic (reading will take you 3 minutes).
Each time when a young or already experienced specialist decides to apply for a job, they expect to be engaged at work, to love what they do, to have friendly and permanently smiling colleagues (such innocent fools!) and what else? An empathetic boss. Statistics show the great correlation between a chief’s empathy and employee’s productivity, that means between a chief’s empathy and company’s income.
Do you still doubt empathy plays an important role in business? Take a look at what we’ve prepared! >>>
Everyone working in customer service knows that words are incredibly powerful, and some of them can truly either make or break customer service experiences. In fact, according to Andrew Newberg M.D. and Mark Robert Waldman, the authors of Words Can Change Your Brain, a single negative word can trigger the release of dozens of stress-producing hormones. Using the right customer service phrases in your communication with customers makes all the difference between a bad service and a delightful one.
Empathy is the Key to Excellent Service
Empathy is the ability to “walk a mile in someone else’s shoes”. Believe it or not, customers are not expecting customer service professionals to resolve their issues 100% of the time. On the other hand, they do expect empathy from service agents every single time they contact your company’s support. Empathy statements can do so much in making customers feel that they are understood, respected, and their feelings are validated. >>>
With the growth in messaging apps and automated bots, live chat is becoming the most popular customer service channel that offers huge opportunities for businesses, from support to marketing. In fact, more and more businesses are realizing today that live chat is much more than just a budget-friendly support channel. According to Kayako research, 79% of businesses say offering live chat has had a positive effect on sales, revenue, and customer loyalty.
Why Do Сonsumers Love Live Chat?
Because they want quicker service, faster resolution and greater flexibility. Live chat offers immediate support with no need to wait on hold: Zopim survey found that it takes a service agent less than a minute on average to reply and resolve an issue. But most importantly, it’s convenient. People can carry on working, shopping, eating or whatever they were doing while maintaining a chat conversation. It’s customer service that perfectly fits into their lifestyle. >>>
Over the recent years customer experience has dramatically grown in value to supersede product quality and price. Companies that deliver outstanding customer experience can truly win over the competition, retain more loyal customers and improve their bottom line. So what’s trending in the world of CX today?
Since customer expectations are changing just as rapidly as technology advancements, improving customer experience has become an ongoing goal for most companies. Dimension Data found that over 82% of companies recognize the customer experience as a competitive differentiator. According to another survey by Harvard Business Review, 86% of business leaders agree that CX is vital for success. >>>
To connect with new customers don’t try to get inside their heads. Get inside their hearts. Create an emotional connection. – Bill Quiseng
Some of the world’s most successful business leaders know that attracting customers and winning their loyalty isn’t merely about the product or service. It’s more about offering an experience that creates an emotional connection between the customer and the brand. In fact, the Temkin Group found that while all three components of customer experience – success, effort, and emotion – have a strong effect on loyalty, emotion turns out to be the most important element.
When companies connect with customers’ emotions, the payoff can be huge. According to the Harvard Business Review, consumers who are emotionally connected with a brand are anywhere from 25% to 100% more valuable in terms of revenue and profitability than those who are “merely” highly satisfied with it. >>>
The cost of losing customers differs wildly between businesses, but it gets even higher if a customer is lost due to poor customer service experiences. No doubt, customer service has a long-term impact on buying decisions, with customers continuing to avoid companies years after the initial negative interaction.
But what’s more, social media and online review websites enable bad service stories to be shared not only with family, friends or colleagues, but also with the general public affecting other potential customers. Which definitely means future lost sales for businesses, because:
- 95% of customers share bad experiences with others, 54% share bad experiences with 5+ people, 45% share negative reviews on social media;
- 63% of consumers read negative reviews on social media;
- 88% of customers trust online reviews as much as they trust friends;
- A single negative online review can cost the average business an average loss of 30 customers.
With over 2 billion Facebook users, +700 million Instagram users, and +300 million Twitter users, it’s no longer enough for brands to be merely present on social media. They need to be active and engaging. Today’s customers want their voices heard and problems resolved quickly and effortlessly whenever they reach out to brands on social media. And if brands are not part of the conversation – they will be left behind.
Obviously, it’s no longer a question if your business should listen to customers on social media – it’s a question of how you listen and, what’s even more important, how you respond. By delivering great customer support on social media, you can truly build stronger relationships with customers and improve customer loyalty. In fact, according to Aberdeen, companies that have a well-crafted social customer service approach experience 92% customer retention. >>>
Millennials now make up the largest consumer demographic with more spending power than any other generation. According to Accenture, while Millennials are already a potent force (spending approximately $600 billion each year), they will truly come into their own by 2020, when their spending in the US is projected to hit $1.4 trillion annually and represent 30% of total retail sales. Businesses that intend to keep them as customers need to rethink how to approach this generation.
Is your customer service Millennial-friendly?
Millennials have high standards for fast, seamless and consistent cross-channel, cross-platform, real-time, personalized experiences. And they can easily take their business to a competitor, if you fail to meet their expectations. In fact, studies reveal that 68% of 18 – 34-year-old consumers have stopped doing business with a brand due to a single poor customer service experience. >>>
Customer engagement is the future of e-commerce. – Brennan Loh, head of business development of Shopify
Now that global consumers are able to purchase nearly anything they wish on whatever device they want and wherever they happen to be, the eCommerce customer experience has dramatically changed. And while competition has grown and will continue to grow (according to Big Commerce, eCommerce is growing 23% year-over-year), businesses of all sizes ultimately must learn to separate themselves from competitors. The best way to do that is through improving customer engagement.
Whether you have just set up an eCommerce business or have been running one for years, you might need to take a closer look at the quality of your customer engagement practices. The infographic below explains why eCommerce customer engagement is absolutely critical today and offers 10 effective ways to instantly improve it. The ideas could be successfully applied to both B2C and B2B sectors. >>>