Does your CX deliver these 10 critical requirements?
Findings from our VoC research: years of Covid are not only inflicting significant tolls on all aspects of business, but also placing unprecedented stress on customers as human beings. This has resulted in the highest levels of customer expectations we have ever seen!
10 CX VoC Takeaways. How do you measure up?
Customer’s criteria for judging how well suppliers meet their needs has changed in the past 12-24 months. They are scrutinizing how suppliers are changing to fit their rapidly evolving needs.
Customers are more likely to change suppliers than ever before.
Customers are no longer willing to settle for the previous levels of mediocre CX and customer service.
They expect to see tangible improvements in CX based on the hardships of these Covid years.
Customers want suppliers who provide unprecedented levels of understanding of their business and individual needs so they can better fulfill their job functions.
They want truly personalized support and advice regarding:
Their business needs, i.e., advice for dealing with supply chain issues, how to find substitute products/manufacturers, and, company policies/procedures that are more flexible and helpful to customers, help with safety procedures for employees, etc.
Their individual needs, such as training, stress management, career advancement.
Customers are judging how companies use their customer information to drive truly personalized communications, offers, and support, throughout their lifecycle.
Customers expect that digital channels such as portals and interactions via mobile based email, text, and phone, have improved exponentially during these Covid years.
Corporate values and business practices are now critical for selecting and keeping a supplier. Customers want enlightened company policies regarding social and economic equity, and environmentally sensitive business practices.
If companies deliver on these points, customers say that they will reciprocate with increased purchasing, retention, greater share of wallet, and brand loyalty.