Nikki Quinn at Playvox explains why customer experience (CX) matters to contact centres.
Why CX Matters
Reputation, reputation, reputation, would be my answer to that. It’s an absolute differentiator in a marketplace where really there’s not that much difference.
CX is the glue that holds everything together ultimately. It defines how people feel about the business and the brand that they are engaging with.
And it’s the impression that it leaves on a person.
So it encompasses everything really. Every stage, every conversation, every interaction that takes place over time. And of course, across a variety of channels. And all of this ultimately drives acquisition of new customers, retention of those existing customers, their loyalty, and their advocacy.
I think it also drives buyers’ decision-making because there’s so many options and more power than ever to choose nowadays for customers.
So really, they’re the driving force behind who they do business with. And I feel that if you give customers an experience that is both personal and memorable, then you’ll win more than just their wallet share.
And it’s no secret, is it, that there’s a high number of consumers that are willing to pay more for products and services that deliver that positive customer experience.
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