Want To Stand Out From Your Competition? How To Win The CX Race
Updated: Oct 3, 2019
The bar for a great customer experience has been continuously rising - and it’s not stopping anytime soon. In fact, a recent study showed that by 2020, customer experience will be more important than price as a key differentiator for brands. You spent all that time comparing your prices to competitors, but you probably didn’t spend as much time evaluating how your customer service stacks up...
A recent study concluded that 80% of businesses think they offer superior customer service, but when their customers were asked, only a staggering 8% of customers agreed. So it might be time to reevaluate just how good your customer service really is. That’s because 62% of consumers stop doing business with a brand after just one poor service experience.
So how does your customer experience compare with your competitors? Well, let’s take a look and see…
Do you offer after-hours and weekend support?
One of the quickest ways to improve your customer experience is to offer after hours support. Your customers have jobs too...and giving them an automated response at 6:00pm saying “We’ll get back to you soon” just doesn’t cut it in 2019. You know who is there for their next question - your competition. Woody Allen always said, 80% of life is just showing up. So show up when your customers need you.
You spend big $$$ on social media marketing, but do you engage with the audience after?
E-commerce companies are the biggest culprits here. Brands spend huge sums of money on social media marketing, and then wonder why their conversion rates aren’t as high as expected. If you are going to market on social media, you need to reply to customer comments. Not only are you engaging with your customers, but more importantly, you are building a community. Take Jetblue as an example - the 16,000+ person company responds on Twitter within minutes. No wonder that they’ve been referred to as a “customer service company that also happens to fly planes.”
Do you offer phone support?
You say you’re omnichannel - you have email, chat, Facebook, Instagram, WhatsApp, and maybe even text. Congrats, but there are a lot of instances when your customer just wants to pick up the phone and talk it out. Data shows that 76% of the customers want phone support when dealing with a product issue or return. Having an agent answer the phone and help de-escalate an angry customer inquiry can mean you just prevented a bad review that thousands would see. It also means you are more likely to keep that customer in your revenue funnel.
Do you provide multilingual support?
Having a support team that speaks multiple languages is now a must for a great customer experience. You hear omnichannel all the time, but what about omni-lingual? For instance, the Latino population in the U.S. has reached 58 million, accounting for half of the U.S. population growth since 2000. Oh, and not to mention that Hispanics have over $1.7B in purchasing power. Think about who’s getting a share of the wallet...is it your competitor? Could it be you?
In the end, it’s time to take a hard look at your customer experience and ask yourself - are you doing enough? Today’s great is tomorrow’s average, so invest in the most important part of your business - your customers. Because if you don’t, your competitors will.
Based in New York City, Horatio is a leading provider of customer experience and support outsourcing services. At Horatio, we like to say “do what you do best, and hire Horatio to do the rest.” Horatio partners with high-growth and innovative companies to develop their customer support strategy and provide a handpicked team to execute it. Horatio’s number one focus is on providing white-glove customer support that speaks your brand. Our team is equipped with state-of-the-art technologies and expertise to ensure a great customer experience every time.
To learn more about Horatio, please email firstname.lastname@example.org or visit www.hirehoratio.com