Guided CX Insights

This is an excerpt from our recent ebook, CX Trends & Predictions for 2023: Seeking Stability. Grab the full report here.

It certainly isn’t a boring time to be in customer service. Customer demands are changing. Competition for consumer dollars is peaking. And companies are depending on the customer service team to be the frontline for a differentiating CX. Building the kind of stellar customer service experience that sets your company apart isn’t easy. But it can help to zoom out and see what kind of lessons there are to learn from the wider landscape. To that end, we’ve compiled 10 significant stats that illustrate where customer service is at, where it’s going and what you can do to improve your own. Let’s dive in:

This is an excerpt from our recent ebook, CX Trends & Predictions for 2023: Seeking Stability. Grab the full report here.

Groundbreaking news: Making your customers happy is important.

“I can’t get no satisfaction:” these are words you’d like to hear at a Rolling Stones concert – but they’re pretty much the last thing you want to hear from a customer. To retain your customers, to encourage them to spend more with your brand, and to attract new customers via positive word of mouth, you need to satisfy them – before, during, and after they’ve made a purchase with you. This is particularly challenging in the digital world, where customer expectations are constantly being raised by innovations and where customer satisfaction is a moving target. Measuring and improving your customer satisfaction score (CSAT) is crucial to meeting these evolving expectations.

Determining why customer satisfaction matters isn’t exactly rocket science. Satisfied customers are more loyal, more likely to advocate for your brand and – as a result of this – have higher customer lifetime value. (We’ve covered some more of the subtle ways satisfying customers is good for business in our last blog.)

Businesses are increasingly focusing their efforts on customer success, knowing that doing so can improve the customer experience, lower churn rate, increase customer and employee loyalty, and boost revenue. Customer success managers are the key driving force behind those rewarding efforts, making it essential to hire the right people. Knowing the importance, you might ask: what makes a great customer success manager?

Customer service plays an important role in every industry — especially healthcare. You might have the most knowledgeable and skilled providers, but if they aren’t giving patients a positive experience, they won’t be recognized for giving quality care.

Your virtual customer support team is the backbone of your organization. They likely spend more time interacting with your customers than anyone else. They understand their issues, solve their problems, and play a starring role in brand perception.