Many brands have risen to the past year’s market challenges with admirable agility.
By pivoting wisely and adapting swiftly to customers’ changing priorities, these companies have done better than just weathering the storm. They’ve committed to revisiting – and sometimes, redirecting – key strategic investments in order to meet emerging customer needs, keep their customers happy, acquire new customers, and convert those customers into critical brand evangelists.
Which initiatives are necessary? Which ones aren’t? Which investments promise to pack the biggest ROI punch?
If you and your organization are tackling these questions – and even if you’re not – check out the 5 stats highlighted here by customer care expert, Shep Hyken in his recent article for Forbes. As you consider the future of your organization’s CX performance, loyalty numbers, and profitability, it might be time to take a closer look at your customer care provider. At Skybridge Americas, we would love to talk with you about your brand mission, customers’ needs, and how we can help you deliver superior customer experience. Reach out to find out more!
Leaders, Here Are Five Stats You Must Know And Understand
As leaders, we must make important decisions every day. Most of the time decisions are based on facts, data, stats, testing, experimentation and research. I’m often asked how to get leadership to consider investing in customer service and customer experience. Bringing this request to leadership requires proof of ROI. So, let’s make the case for investing in service and CX. The first thing to keep in mind, and the stats below will support this statement, is that customer service should not be seen as a cost, but as an investment that will lead to higher profits. Customer service done the right way really means customer retention, marketing, opportunities for up-sells and cross-sells, and other revenue-generating outcomes. So, why invest in customer service and CX?
- Service and CX Are Not an Option:Numerous studies over the past five-plus years indicated that by 2020 customer experience would be more important than price. Walker’s Customer 2020: A Progress Report even adds product into the mix, stating that customer experience overtakes price and product as the key differentiator. Even the pandemic didn’t alter the outcome of these studies.
- B2B or B2C: The CX Expectations Are the Same: For those in B2B, don’t think that customer service/experience doesn’t apply to you as it might to a B2C. An article published by Lumoa stated that at least 80% of B2B buyers are not only looking for, but also expect a buying experience like that of a B2C customer. I’ve worked with many clients in many different industries. The B2B clients are finding that their customers are demanding a better experience now more than ever before. They want an easy process, also known as convenience.
-Bobby Matthews
Senior Vice President, Sales and Marketing
Skybridge Americas
bmatthews@skybridgeamericas.com
Find out how Skybridge Americas can help you delight your customers and grow your business.
We seamlessly integrate our superior customer care skills with your brand messaging. For more information, contact us at 763-299-4570 or submit our contact form.
