Bridging the CX Gap within Your Organization
Your wheels begin to turn… with the new position comes more responsibility and with more responsibility comes more pay. You’ve been driving around a car that’s 17 years old and probably on its last legs. That’s it! With that extra money in your pocket, you see it fit to buy a new vehicle.
[ Company A ]
The first call comes from Company A. The representative for this company tells you that they’re running a promotion and you should act fast on buying. They quickly move on to explain where you can find the closest dealer. Then, they hang up.
This call was relatively fast. While the representative gave you some of the necessary information, the call lacked a personal touch. These types of calls, in particular, feel as though it could’ve been completed by an automated caller.
The Importance of Human Connection with Customers
[ Company B ]
- Which car do you currently have?
- What do you like and don’t like about the model?
- And how soon you’re looking to buy the new car?
The company employee also inquires about where you plan on taking the car in the years to come. After a brief conversation about your favorite road trip destinations, you exchange contact information with the employee. Once the right information is gathered, the rep then tells you where you can find your local dealer.
Building & Maintaining a Strong Relationship
Customers often throw curveballs. In other words, their expectations vary, along with their intentions. Therefore, the CX must be as flexible as possible to meet the needs of each customer.
Showing emotions while talking to a customer can be accomplished in relatively simple actions. So, whether it’s the caller’s positive energy or displaying an interest in the customer’s needs, showing emotions is imperative. It plays a large part in dictating the end result of the conversation. This is why staying engaged in lively, thoughtful conversations will certainly help create a strong CX.
— With HIGHER Engagement Comes Higher Results —
Gaining Customer Knowledge
On top of that, knowing the customer helps improve business. This gives the company a better understanding of how they can improve their products, services, and methodology.
Customer knowledge is also critical in enhancing CX.
Start Closing the CX Gap Today!
Firstly, the company must listen to the needs of the customer. Keeping an open dialogue between customers and the company will help both sides reach their ultimate goal.
Secondly, from the company’s perspective, it’s important to show emotion. This will enhance the CX by showing the customer that they aren’t speaking to an artificial voice.
Lastly, knowing the customer is truly essential in fostering a positive CX. This provides in-depth insight into why the customer is right for the given product/service. More specifically, it shows the different strengths that the company has and provides.
Ready to Unlock Real-Time Customer Insights to Improve CX?
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