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Customer Experience

Customer experience cx

Customer Experience (CX) and Next-Generation Businesses

Digital technology is transforming customer experiences in every industry.

Technology pioneers have set new standards for CX, not just within their industry but among all businesses – giving rise to experiential competitors. As technology advances, consumers’ expectations are influenced by a much broader pool of prior experiences, extending beyond directly comparable sectors.

Markets are being disrupted by digital-first competitors who offer novel services, raising the bar for user-friendliness and personalization. Because of that, today’s consumers expect quick solutions, digital and mobile ease of access, flexibility, and efficiency.

Let’s talk numbers:

For today’s customers, products aren’t the main differentiator anymore – experience is. According to studies, the most important factor in determining whether a customer makes a purchase is the perceived quality of the experience. In addition, a whopping 86% of customers will pay up to 16% more following a good customer experience. Positive experiences can increase CLV and spending by as much as 140%, and happy customers remain loyal to a brand for five years longer than unhappy or indifferent ones.

On the other hand, 96% of customers will respond unfavorably after a single negative interaction, and 32% of all customers will stop doing business with a company they previously loved after a single negative experience. Fully 83% of customers would switch brands due to poor customer service.

Today you’re not just selling a product or service. You’re selling an experience.
So, what does it take to become a next-generation business?

1. Redesigning business processes around CX

According to Gestalt psychologists, people perceive patterns or configurations as a whole, not as a collection of separate parts. This means the customer journey is more than just a sum of individual touchpoints. Focusing on improving specific interactions rather than addressing the customer experience as a journey spanning multiple functions and channels will result in a failure to reap the full benefits of your improvement efforts. Shift your focus to enhancing the full spectrum of CX.

2. Personalize CX with an omnichannel approach

The omnichannel approach increases customer satisfaction and is the most effective approach to client retention. It provides effortless experiences by allowing seamless movement across touchpoints along the customer journey. With omnichannel personalization, you will be able to create personalized customer experiences informed by real-time data gathered from all channels while also eliminating customer frustration caused by repetition

3. Investing in cloud technology

Cloud technology enables businesses to quickly implement new ideas due to its scalability, flexibility, and cost-effectiveness. With SaaS in the cloud, companies don’t have to worry about staffing an in-house IT department or investing in expensive server hardware to host memory-intensive programs. Next-generation businesses can use the cloud to implement new ideas quickly, and with the help of collaboration tools, they can source information to improve their CX.

Top view of multiracial young creative people in modern office. Group of young business people are working together with laptop, tablet, smart phone, notebook. Successful hipster team in coworking. Freelancers.

4. Investing in Intelligent Process Automation (IPA)

Intelligent Process Automation (IPA) is the collection of technologies that work together to manage, automate, and integrate digital processes. IPA will help your business streamline processes, from simple, rules-based task automation to the automation and management of entire business processes.  Intelligent Process Automation (IPA) is the result of combining Robotic Process Automation (RPA) technologies with Artificial Intelligence (AI)

  • Robotic Process Automation (RPA) is a software technology that facilitates the creation, deployment, and management of software robots that mimic human actions when interacting with digital systems and software. It can be used to cut down on time spent on repetitive, menial tasks like rekeying data between software systems.
  • Artificial Intelligence (AI) combines technologies such as Machine Learning, Natural Language Processing (NLP), and Computer Vision. It allows systems to decide by collecting and extracting information and then applying logic to that data.
    • Machine Learning is a process that employs Artificial Intelligence software algorithms to discover patterns in structured, historical data and uses those patterns to make precise predictions on outcomes.
    • Natural Language Processing enables computers to communicate with humans in a language they understand and automates other language-related tasks.
    • Computer Vision technologies allow computers and systems to derive meaningful information from digital images, videos, and other visual inputs. Optical Character Recognition (OCR) and Intelligent Character Recognition (ICR) technologies electronically identify and convert text or printed documents into machine-readable codes for data processing.

Although each of these technologies is effective in its own right, combining them will save time and effort by automating not just individual tasks but the entire process.

5. Accessing new technologies and talent pools through Business Process Outsourcing (BPO)

As new services enter the market, hiring a BPO can help your company gain a competitive advantage and stay ahead of the competition. You can leverage their talent, resources, and technologies by partnering with a BPO provider. This includes equipment, personnel, and knowledge essential to carrying out the operations you are outsourcing. The addition of a BPO partner to your business can help you save money on labor costs, boost profits, and concentrate on what you do best. A once-simple method of cutting costs, BPO has developed into a powerful tool for achieving the company’s goals and objectives.

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

Takeaway

Next-generation businesses are experience-focused and customer-driven. The full impact of the next-generation operating model can be realized by operational-improvement efforts directed toward providing a positive customer experience. Both small and large businesses can leverage technologies and talent they may not otherwise have access to by outsourcing with a BPO.

Are you considering outsourcing with a BPO as a part of your next-gen business strategy? Front Logix offers personalized solutions to build stronger customer relationships, increase sales, and improve retention rates.
Here you can read more about the services we offer.

Planning CX

Customer Experience: What to do better

According to Forbes, “Customer experience is today’s business benchmark.”

Ensuring a positive experience with the business at every stage of the customer journey can drive long-term customer satisfaction, retention, brand loyalty, and advocacy. That is why so many businesses place CX at the top of their priorities.

In this article, we dig deeper into what frustrates customers and what to do to improve Customer Experience. But first, let’s cover the basics – what exactly is Customer Experience?

What is Customer Experience (CX)

Customer Experience (CX) is the sum of all the customer’s perceptions of a brand, gathered throughout every stage of their journey – from the moment they recognize a need until they acquire a service or product to meet it.

It covers the entire life cycle of a customer’s relationship, beginning before a purchase, continuing through active use, and progressing to either a renewal or repeat purchase. Its main focus is on a customer’s feelings towards a brand.

What frustrates customers

To understand how to improve CX, we need to understand what frustrates a prospective buyer.  According to [24]7.ai Report, there is significant discord between the quality of customer experience companies believe they deliver and what customers say they are getting.

We have listed the top seven sources of customer frustration:

1.    A frustrating website

A frustrating navigation experience is a significant pain point of the customer experience. Customers expect to have the opportunity to self-serve through the company’s website. The ability to do so should be easily accessible, from finding information about the services offered to purchase, accessing a live chat, and leaving a review.

2.    Unavailable or inconsistent multichannel support

Customers today use multiple methods of communication and want to interact with a business in the channel of their choice. Not offering more than one support channel is letting your customer down. Furthermore, not all channels provide the same type of support – different types of conversations are better suited to different channels. For example, live chat video support is more appropriate for navigating tricky tech issues than email support.

The only thing more frustrating than single-channel support is inconsistent multichannel support. If the consistency in perceived quality across channels differs, it will result in customer distrust of the brand.

3.    Impersonal interactions

Today’s customers expect personalized interactions.  According to Accenture, 81% of consumers want brands to understand them and know when to approach them and when not to. Moreover, “Almost half – 49% – of people will disregard a brand if it bombards them with ads or if they perceive the advertising to be irrelevant; while more than one-third – 36% – are more likely to buy from a brand that sends them tailored messages.” (Forbes)

4.    Having to repeat themselves

Frustration arises when a customer contacts a brand through multiple siloed channels. It’s unacceptable to expect a customer to provide the same information each time they are transferred between reps.

5.    Low discoverability in self-service support

Customers list the lack of a menu option that covers their issue as one of the top frustration points. They are particularly dissatisfied with a lengthy menu in an Interactive Voice Response system, which forces the customer to go through irrelevant options and doesn’t list the reason they called.

6.    Long hold times

Apart from the reason that people generally don’t like waiting, long hold times reinforce their impression of a poor customer experience and make them feel unappreciated.

7.    Untrained, unauthorized, and robotic customer care representatives

After their self-help options have failed, customers expect to receive a personalized, empathetic solution to their problem when finally reaching a customer care representative. Frustration arises when the agent is unable to respond to the customer’s specific issue and when they are not authorized to help. Untrained and powerless agents are ultimately unhelpful, and unhelpful agents result in unhappy callers.

Woman smiling while operating a cash register

How to improve Customer Experience in five steps

Since 89% of US consumers are willing to switch to a competitor due to poor customer experience and 42% of international customers stated that they would pay more for a pleasant and friendly experience, it is no surprise that CX is ranked among the top priorities for businesses.

Here are five ways to improve your CX:

1.    Ask for customer feedback and revisit your customer journey map

As mentioned above, there is a large discrepancy between what customers want and what businesses deliver. Although 80% of businesses believe they provide a superior customer experience, only 8% of their customers believe they do. By asking for customer feedback and revisiting your customer journey map, you can identify gaps and a disjointed customer experience.

2.    Examine the customer’s experience from every angle

Since every facet of your business affects the customer’s journey, consider the unique perspective of each of your internal departments. A cross-department commitment to customer centricity is essential to see a complete picture of CX.

3.     Personalize CX with an omnichannel approach

To win customer loyalty and retention, it is crucial that you offer effortless experiences to customers. An omnichannel approach makes this possible by allowing seamless movement across touchpoints along the customer journey. With omnichannel personalization, you will be able to create personalized customer experiences that are informed by real-time data gathered from all channels—at the same time, eliminating the frustration that arises in customers when repeating a process leads to increased customer satisfaction scores.

4.    Leverage the power of artificial intelligence

Consider incorporating artificial intelligence into your business with the goal of increasing awareness, participation, and conversions. AI can analyze data to determine customer behavior patterns and deliver highly relevant personalized content. By incorporating AI and self-serve query resolution into your CX strategy, you will be able to resolve customer issues more quickly and efficiently, no matter what time of day (or night) it is.

5.    Equip and train your agents

A large portion of customers’ experience is determined by who they interact with during their buyer journey. Agents’ performance can suffer if they do not have the authority or the tools they need to do their job effectively. Investing in the right tools and training for your agents results in better conversations and less frustration. This makes your customer service representative’s jobs easier, reinforces customer trust, and improves customer satisfaction.

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.


Driven by customer-centric culture, FrontLogix can assist you in ensuring the best CX for your customers. From the contact center to digital services outsourcing, our custom-tailored support will help you close the CX gap, exceed expectations while reducing costs, automate your business processes, and increase customer lifetime value. Get a quote now.

How to deliver Next-Gen Customer Service

The golden era of technology has paved the way for innovative and intuitive customer experience (CX) solutions. Technology pioneers such as Uber, Airbnb, Apple, and others have raised the bar on CX standards, setting high customer expectations for their industry competitors and all businesses.

According to Super Office and Walker, 86% of buyers would pay more for a great customer experience, and CX is already surpassing price and product as the leading brand differentiator.

So, what steps can you take to revolutionize your CX and deliver Next-Gen Digital Customer Service?

Self-Service and AI

Customers want their problems solved quickly and prefer the freedom of self-service. Effective self-service provides customers with the channels, tools, and resources they need to succeed. As these channels grow in popularity, companies that want to stay on top of the game must continue investing in tools like virtual assistants and chatbots in order to meet customer expectations.

While rule-based chatbots are limited to simple, linear interactions, next-generation AI can assess the customer’s sentiment and use Natural Language Processing (NLP) to communicate more naturally.

Paying with apple watch

Omnichannel Support

Although modern contact centers support a variety of digital channels over multiple digital touchpoints, most of them lack the ability to provide a seamless journey and give a unified experience to each customer.
With omnichannel support, every customer service channel is linked, resulting in centralized data and reducing customer effort and time across all interactions.

Omnichannel support reinforces customer trust, boosts customer satisfaction, and increases agent productivity and job satisfaction. To deliver next-gen customer service, agents should not have to switch between tools. By integrating the CRM and back-office systems into one centralized data application, agents will be able to have a full view of all channel interactions and deliver resolution in a shorter time period.

Human Touch

For 30% of consumers, the most annoying aspect of the customer service experience is being unable to reach a customer service agent, according to Microsoft.

Although chatbots can resolve common problems in mere seconds, they cannot demonstrate an agent’s empathy and problem-solving skills. When AI handles simple issues, agents are allowed to focus on significant ones. Next-generation customer service requires training agents, investing in technology, and integrating the two to address the full spectrum of customer needs.

A woman on a couch, holding a credit card and browsing e-commerce site on the lap top in her lap

Chief Customer Officer

In order to both grow and retain existing customers, offering a great customer experience is a must. This is where a CCO brings a competitive advantage to the company.

The Chief Customer Officer’s main focus is to prepare, educate, and streamline organizations towards best practices in customer-centricity. They are responsible for unifying customer data into a single 360-degree view to better build, preserve, and improve long-term relationships with customers.

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.


Want to deliver next-generation customer service? FrontLogix is committed to being a thought leader in this space and delivering relevant, personalized solutions so our clients can get the next-gen customer experience they deserve. Contact us today!

What is Customer Experience-as-a-Service (CXaaS)?

Customer Experience-as-a-Service (CXaaS) is a relatively new cloud-based customer experience solution. CXaaS provides a reliable, efficient approach to the overall customer experience that maintains flexibility for companies that use it. The CXaaS model is most commonly used for planning, curating, designing, developing, and implementing a wide range of activities related to all aspects of the customer experience.

Customer experience-as-a-service most often combines CX strategy, data integration, automation, and employee expertise to help design, develop, expand, and execute customer-centric efforts. CXaaS allows organizations to create and deliver their ideal customer experience with the speed customers demand and the efficiency businesses require at a reasonable cost.

As CXaaS operations are relatively new, they’re typically managed by a third-party partner on behalf of a brand.

Why is Customer Experience-as-a-service (CXaaS) important?

We already know the immense importance of a great customer experience. In today’s world, CX needs to be outstanding so that companies do not lose customers. Losing customers is not the only challenge. The unhappy customer will not only leave your company; they’ll be happy to tell the entire internet why.  They’ll speak negatively about your services, products, and brand to everyone, doing their best to taint your brand’s reputation.

Keeping customer frustration to a minimum and avoiding customer loss are just two reasons businesses should improve customer support, care, engagement, and overall experience.

Enhance the CX

Scaling up your CX efforts can be challenging. Many companies cannot get the desired results without external help. This is precisely why the best solution would be outsourcing the CX and CXaaS.

Outsourcing customer experience can mean significant savings. But the true benefit of CXaaS is being able to sift through massive data streams and extract insights from those numbers. All this data will help companies better understand their customers and evolve with them by building relationships and mapping out a customer journey.

To get the entire picture:

  • 83% of customers are more concerned with how call center agents treat them than with what they are trying to sell them
  • If they love a brand, 43% of customers would willingly purchase an inferior service or product
  • 73% of customers will gladly spend more money if they like the brand
A contact center agent with a headset, looking at the laptop she is holding

How Customer Experience-as-a-Service (CXaaS) works?

Customer or not, everyone enjoys feeling appreciated and acknowledged.  Providing a positive customer experience can save the company money and increase overall efficiency. CXaaS solutions can help businesses accomplish these goals. CXaaS enables companies to offer their customers the more personalized experiences they require. The CXaaS solutions are typically aligned with the business to implement the necessary improvements across all areas of the customer journey and improve the overall customer experience. At the same time, CXaaS allows companies to genuinely understand what their customers want and need from them.

CXaaS also enables companies to reimagine their customer experience as part of the digital transformation. It integrates applications that can hear and capture customers’ voices to find solutions for their current issues. Some services can use tools to fully automate the customer journey, capture customer tone of voice, welcome them, and record information to solve enquires.

The most-popular CXaaS tools

Customers today want to interact with businesses in new ways, complicating the CX equation further. The most widely used tools to provide customers with an all-round experience are:

  • AI-powered self-service apps and tools
  • Automated and personalized notifications across many different channels
  • Creative omnichannel experiences using all possible social media platforms and apps to provide seamless connection and an exceptional customer experience
  • Chatbot apps and text-to-speech solutions that offer instant and direct contact with CX agents

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

Conclusion

Customers expect to be heard, appreciated, and acknowledged by their brands, and CXaaS is an ideal solution. It enables businesses to be more flexible in their approach to the overall customer experience while saving money and increasing overall efficiency.

Scaling up CX, on the other hand, can be a difficult task. Many businesses cannot achieve the desired results without outside assistance. This is where FrontLogix comes in. We offer outsourcing solutions that improve the customer experience. We have talented agents from all over the world working remotely in various time zones. Our goal is automated customer journeys and personalized interactions that delight your customers. Get a quote today.

woman in white t-shirt

Next-Generation CX & Omnichannel Support

So, you’ve covered all channels, but there is no unified omnichannel support. Does it really matter if it’s not omnichannel, as long as all the channels are covered? Yes, yes it does.

In today’s economy, we are all a little spoiled for choice. If we dislike a product or service, we can simply stop using it and switch to another. 

As a result, the average customer’s attention span is shrinking. They don’t like waiting in line and will not accept excuses. Today’s customers want a seamless journey across multiple channels. They expect the promo code they saw on social media to be valid when they use it on the website.

They believe if they fill in their information online, it will be transferred into the app. What they actually expect is omnichannel support. Many of today’s brands excel at this and set a high standard for everyone else. Not having omnichannel support reduces customer satisfaction, potentially leading to increased churn and weaker customer loyalty.

What is Omnichannel Support

Like multichannel support, omnichannel support allows customers to contact businesses over several different channels, including email, social media, live chat, and more. The main difference is that omnichannel support takes a holistic approach and integrates all channels and touchpoints into one centralized whole. If done right, omnichannel support allows customers to easily switch from one channel to another, providing personalized and uninterrupted support. 

Omnichannel communication is based on a single customer database. AI-powered chatbots, support agents, or mobile apps can gain customer context from queries. This enables businesses to comprehensively understand each customer and their interactions with the company and increase customer satisfaction and brand loyalty. An omnichannel customer experience means that when customers interact with a brand on one platform and then choose to continue on another, they will pick up right where they left off.

A woman browsing on her phone while simultaneously working on a laptop resting on her lap

How can your business benefit from Omnichannel Support?

According to an Aspect Software survey, companies that use an omnichannel strategy have 91% higher customer retention rates than those that do not. The more channels included, the better a brand will facilitate customer satisfaction.

1. Centralized Data

The most significant benefit of omnichannel support is access to centralized data. It opens the door to tracking customer interactions, analyzing customer behavior, and identifying buyer trends. This allows businesses to better understand their customers’ needs and desires and make the necessary changes to improve the customer experience.

2. Lower Resolution Time

Customers expect efficient service regardless of their preferred communication channel. Fortunately, an omnichannel approach unifies the various support touchpoints into a single platform, making it easier to serve customers and facilitate information flow from channel to channel, saving time for both the customer and the agent.

3. Reinforces Customer Trust and Improves Customer Satisfaction

Brands with a robust omnichannel strategy have higher customer retention and satisfaction rates than brands without. Omnichannel support aims to make customers’ lives easier by reducing customer effort and time spent across all brand interactions, removing any friction they may encounter while engaging with a brand.

4. Increased Agent Productivity

With omnichannel support, customer service agents and self-service tools enable buyers to continue the customer journey where they left off. The data collected allows better-targeted customer service and personalized interactions. The result is a consistent experience across channels that saves time for everyone, meaning higher-quality conversations and less frustration. CXRs are more empowered to assist customers, more relevant to the customer journey, or more productive/efficient, and customers are happier. And when customers and agents are on the same page, cooperation, not conflict, becomes your brand identity.

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

A Quick Summary

With omnichannel support, every customer service channel is linked. This results in centralized data, which allows tracking brand interactions, analyzing customer behavior, and identifying consumer trends. Agents can share information across channels, providing a more seamless experience for the service provider and the user. An omnichannel experience improves the customer experience, increases agent productivity, and reduces resolution times.  FrontLogix offers ​​ a unified front built to support omnichannel communication between customers and agents (or self-service systems) that optimizes the customer and agent experience. Contact us today to discuss how we can help you.


[Read Next] How to improve Customer Experience

white-glove customer

What is the white-glove customer experience, and how to provide it?

As we’ve said before, just providing customer support is not even close to being enough. Every business today needs to go above and beyond to meet and exceed customer expectations before they start to expect them. This is where white-glove customer service comes in.

The “white-glove” meaning

The term “white-glove” originated as a literal interpretation – some service providers, such as restaurant waiters, movers, or shippers, wore white gloves to either protect the product or demonstrate the care and special attention customers were receiving.

The image brings to mind the gloves worn by English butlers, who provide the most sophisticated level of personal and respectful attention.

And what was once a butler-related item evolved into an expectation of receiving exceptional care and attention and a delightful experience that keeps customers returning for more.

white-glove customer

White-glove customer service and experience

White-glove service has been used in a variety of contexts over the years,  including delivering luxurious and expensive products to customers’ homes, providing top-to-bottom premium services, or doing whatever it takes to impress valuable VIP customers.

Today white-glove service provides an exceptional and premium experience to all customers on an equal basis. Exceeding clients’ expectations means prioritizing their needs, personalizing their experience, genuinely caring about their happiness and satisfaction, and resolving problems before they arise.

This way, they will enjoy the best that your company has to offer, which will ultimately make them loyal to your brand and business and provide crucial word-of-mouth about your company and the services you provide.

How to provide a white-glove experience?

Listen to your customers and collect their feedback

It’s crucial to deeply understand how (and how well) you serve your customers. Listen to everything they have to say and collect their feedback about every aspect of your business. Their thoughts, suggestions, and complaints will help you understand if you meet or exceed your customers’ expectations or where you’re lacking. Here you can read more about how you can measure your customer’s experience and what you should leverage to collect your customer’s feedback to provide customer loyalty and satisfaction.

Determine where you have room for improvement

NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) are essential metrics for understanding your customer satisfaction. The results should help you know whether your customer service and experience are poor, sound, or exceptional. This will help you know where you have room for improvement and provide better experiences.

Personalize customer experience throughout the entire customer journey

Personalization strategies should be at the top of the list if you aim to provide white-glove service and experience. It makes your customers feel you know them and consider them family. Personalization also gives customers the impression that you serve them specifically with the special attention they desire. Customers want to believe that every interaction they have with your company is tailored and created specifically for them. Listening to and collecting feedback is the only way to accomplish this.

white-glove customer

Precision, expediency, concentration & commitment to meeting customer’s needs

When thinking of white-glove service, think of a premium, effortless experience that leaves the customer completely satisfied. Long wait times on hold, taking a long time to resolve an issue, or sloppy solutions without care and commitment are all examples of poor customer experiences that you should avoid. Instead,  train your team to deliver precise, expeditious, focused, and committed solutions. Pay close attention to the chat/call/ticket volume, first contact resolution, average response time, average resolution time, number of tickets reopened, average handle time, customer satisfaction, automation, and, most importantly, omnichannel experience.

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

Hire a professional to help you out

It is not uncommon for a company to be unable to meet all its customer expectations and provide white-glove treatment, service, and experience. This is acceptable, as long as you are willing to take the necessary steps to get there. Fortunately, FrontLogix provides exceptional white-glove customer service and experience. We treat each of our clients with respect and care, learn about their company’s culture and core values, and gain a thorough understanding of the market and industry in which they operate. Simultaneously, we get to know everything we can about their customers to personalize their experience and provide the ultimate white glove service.
Reach out to us today and transform your ‘good enough’ customer experience into an exceptional, white-glove service that sets you apart.

Happy customer

Next generation customer experience (Next-GenCX)

What is the next-generation customer experience, and how to get there?

Just keeping up with customer expectations is no longer enough. Companies today need to exceed expectations and provide exceptional CX to keep their customers happy, loyal, and coming back. Today is about company loyalty, not customer loyalty. Implementing Next-Gen CX solutions will drive value, reduce costs, and increase revenue.

The high-expectations era

We’ve reached a time where people are no longer buying products; they’re buying experiences. And they expect those experiences to be seamless. Expectations are rising primarily due to customer technology development. Today, the new generation of customers want and expect instant solutions, 24/7 availability, omnichannel support (access to both desktop and mobile), online and offline support, flexibility, and efficiency. They quickly adapt to new channels and devices and expect the companies they buy from to do the same. They want multiple touchpoints in their customer journey, making their interaction smooth, effortless, and more accessible. And most of all, they value omnichannel presence, speed, trustworthiness, and responsiveness. Today, it doesn’t matter what you sell. First and foremost, you’re selling an experience!

A woman's hand scrolling through a smartphone, with a laptop open in front of her

High-quality over high-quantity

It is common practice in the customer service department to measure success using several KPIs (key performance indicators) such as: call handling time, the number of calls handled, first response time, first contact resolution, and level of customer satisfaction. However, today these KPIs are only a tiny part of the customer service department’s overall success. Previously, agents would send a customer to another department for issue resolution and close the ticket with the shortest handle time, whether the issue was resolved or not.  Customers now regard this as an unsatisfactory “bouncing-ball” experience. As a result, today’s customers prefer a longer initial call where they receive high-quality service rather than being transferred between departments. And this is also a part of Next-Gen CX.

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

Human & machine superintelligence

Without a doubt, the next generation means cutting-edge technology. We can say the same for customer service departments. Companies must leverage well-trained and well-intentioned employees alongside the latest technologies, software superintelligence, and AI to provide a Next Generation Customer Experience. It should ideally be a hybrid of the best of both worlds – human and machine.

The customer-centric strategy

In both life and business, not all experiences are positive and bad experiences are unavoidable. But imagine you’re a customer who had a bad experience with a company. You’ll most likely be frustrated and leave the company without explaining what went wrong. Customers today take immediate actions that harm businesses after a single negative experience (without considering all the previous good ones).

This only emphasizes the importance of companies focusing on becoming customer-centric. Essentially, this means putting customers at the center of the business and organizing around them. Teams, processes, and technologies should be focused on creating a next-generation customer-centric company. That is the only way to provide your customers with the Next-Gen Customer Experience they require.

Boost your sales and success with FrontLogix’s top-notch Workforce Management and Customer Experience outsourcing services, designed to strengthen customer relationships. Contact us to elevate your business growth.

elements of a good customer experience

Main elements of good customer experience

We’ve already discussed the importance of good customer experience and how to measure it for the best results. This guide will teach you the essential elements of customer experience that businesses must include in their CX strategy.

1. Reliability

Reliability is a critical factor that significantly impacts the customer’s experience. The perception of reliability helps to build your company’s brand image and generate positive word of mouth. So, what exactly qualifies?

  • Providing support for both critical and non-critical business issues;
  • System and network reliability and providing appropriate resolutions in the shortest time possible;
  • Reliably integrating different channels to communicate with the customer
  • Consistently delivering an outstanding customer experience.

2. Availability

In today’s fast-paced world, customers expect to be able to contact a company whenever and however they want. They interact with companies on their terms via email, chat, voice calls, messaging, or social media. But, they also expect to have all inquiries answered quickly (if not immediately). They especially do not want to spend (or waste) their time waiting for answers or repeating their questions. And that’s precisely why availability is among the essential elements of a good customer experience.

3. Convenience

Customers, in addition to availability, expect convenience. They do not want to waste their precious time waiting in phone queues or repeating their questions to different representatives. The ability to reduce customers’ non-monetary costs, such as time, energy, and effort when purchasing/using services or products, significantly impacts CX.

4. Personalised Communication

Receiving personalized messages from a company, whether related to previous interaction with the company, offers linked to purchase history, or simply an interactive voice response (IVR) message personalized with a first name, provides the customer with a feeling of being valued. As a result, personalized communication is one of the most important aspects of a customer’s experience and expectations.

5. Simplicity

Customers expect all business interactions to be simple and seamless at every step of the customer journey. They anticipate being heard while also having their interactions simplified. This means a company should keep the number of jumps from one touchpoint or stage to another at a minimum. Providing and implementing a one-step resolution or access to information through all available channels would be the ideal approach. But even that is insufficient.  Besides simplifying the process, businesses must ensure that as much data as possible is collected and stored at each step so that customers do not have to share the same information repeatedly. All of this will make customers’ lives easier at each stage of their customer journey, enhancing their experience significantly.

6. Accountability

Accountability is yet another vital factor in providing a positive customer experience. Customers always assess whether a company has delivered on its promises. This evaluation occurs at every stage, often before they make a purchase. Once the customer makes a purchase, the review does not end. Whether the solution or product is delivered on time and whether the provided experience, solution, or resolution is straightforward and honest is essential. Of course, doing business can sometimes be unpredictable, and situations may arise where the promised resolution is challenging to deliver. Customers must be informed of why and adequately compensated if such scenarios occur.

7. Adaptability

Because the digital world is rapidly changing, customers (particularly younger generations) are likelier to experiment with newer technologies and commit to newer engagement channels. This simply means that companies must consider the changing consumer environment and be ready to adapt and change quickly and smoothly. Adaptability in a technological environment is critical for a company to provide exceptional customer services in speed, data security, data accuracy, and so on. Because each customer is unique, a company’s solutions should be adaptable, scalable, and tailored to the customer’s specific needs.

A girl with headphones browsing on her mobile phone

8. Anticipation

Anticipation is also closely related to the rapidly changing technological environment. To be able to adapt quickly and smoothly, companies must be able to anticipate changes before they occur to stay ahead of both their customers and the competition. To provide an exceptional customer experience, every company must be a digital innovator in their respective fields and industries.

9. Feedback

Allowing customers to provide feedback is another essential aspect of providing a good customer experience. Customer feedback can be advantageous to both parties:

  • Customers will appreciate it because it demonstrates that the company cares about what they think
  •  It shows the company which aspects of their business are most valuable to customers and which could benefit from improvement

10. Responsiveness

Responding to customer complaints or inquiries consistently and promptly is crucial to providing  excellent customer experience. A responsive CX team can contribute to success by assisting as many customers as possible and finding solutions quickly.

When customers provide positive feedback, responsiveness is also critical. Customers will be satisfied with their experience if their suggestions prompt change.

11. Communication

Excellent internal and external communication is another critical component of the customer experience. All customer experience interactions revolve around communication. Knowing how to communicate, regardless of the situation, can assist the CX team in being ready for any type of interaction.

Being an effective listener is an integral part of communication. Employees and managers must try to hear what customers say, respond with relevant information, and contribute to a satisfactory solution.

12. Transparency

Customers appreciate it when brands and companies they purchase from are transparent, open, and honest. Transparency is demonstrated through honesty. Even in cases when employees do not have all the necessary information or all the required answers, customers will appreciate a transparent and honest response rather than a generic one.

Another crucial aspect of transparency is the service/product descriptions and prices. Customers appreciate it when they can find sufficient and accurate information.

13. Exceeding expectations

 Exceeding expectations simply means going above and beyond for your customers! This is another essential aspect of the customer experience because it increases customer satisfaction and contributes to credibility. Going the extra mile will undoubtedly result in long-term, positive customer relationships. It will also encourage customers to return, renew, or re-subscribe. Return customers are more likely to recommend the brand to their peers, which leads to acquiring new customers. As a result, a company must not pass up any opportunity to go above and beyond to engage and delight existing customers.

14. Balancing CX and Profitability

Creating a great customer experience is much easier if you’re willing to spend a lot of money and effort. Many companies cannot afford this in the long run. That is why balance is so important. The best customer experiences provide customers with recognizable and prominent value at a low cost to the organization. This is precisely why companies choose to outsource their customer experience.

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

Key Takeaways

We’ve identified 14 key triggers that we believe are crucial to delivering a superior customer experience. Building a successful customer experience strategy requires balancing these factors. Most are codependent and need to be implemented as a whole to provide better results.

A company should carefully consider all the above aspects to provide an exceptional customer experience. Furthermore, businesses should evaluate all touchpoints in the customer journey, carefully design content for each channel, and personalize it for each customer.

Finally, to provide a truly memorable experience, the team in charge of the customer experience must be well-trained, enthusiastic, and compassionate. FrontLogix has highly trained, experienced, and skilled employees that are reliable, accountable, available, responsive, and provide exceptional, transparent, straightforward, and highly personalized communication. Get in touch today!



Customer Service Vs. Customer Care

Customer Experience Vs. Customer Service Vs. Customer Care

While customer experience, service, and care might be seen as interchangeable, there is a distinct difference in the way they are implemented. One thing is certain, companies are investing more resources in creating a seamless experience, resulting in a significant shift in business from profit-centric to customer-centric. The competition is also shifting away from price and toward experience. There is no doubt that companies are beginning to prioritize Customer Experience. What about Customer Service and Customer Care?

The difference between Customer Experience, Customer Service, and Customer care

There is a considerable difference between Customer Experience, Customer Service, and Customer Care. It’s essential to define these terms, be aware of the areas they cover, and distinguish between the means of interaction they use.

What is Customer Service

The primary responsibility of Customer Service is to advise customers and provide them with help and assistance. The main focus of Customer Service is customer satisfaction, with the ultimate goal of increasing the Customer Satisfaction Score (CSAT). So, what exactly does Customer Service include?

  • Responding to product/service inquiries
  • Assisting customers in making the best purchasing decision
  • After-purchase assistance for customers
  • Advising the customer on the best way to use the product/service
  • Troubleshooting a problem
  • Providing a superior purchasing experience for customers

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

What is Customer Care

Customer Care is exactly what it sounds like: caring for customers while interacting with the brand. Genuine care entails listening to customers’ needs and desires and developing appropriate solutions. Customer Care, while similar to Customer Service, entails deeper interactions and the development of personal and emotional connections with customers. While both contribute to customer satisfaction, another significant difference is that Customer Care cannot be easily quantified. Each company’s Customer Service strategy will be unique (even within the same industry).  Common examples include:

  • Personalized customer interactions (like sending birthday cards)
  • Targeted and unique messaging (like sending suggestions based on their behavior)
  • Customer convenience benefits (like a money-back guarantee or free delivery)

What is Customer Experience

Customer Experience encompasses the entire customer journey, including all brand interactions along the way. CX refers to the entire customer lifecycle and every touchpoint a customer has with a product or service. It also considers how customers feel about a company, including their emotional, physical, and psychological attachments to the brand. The purchasing process can be lengthy, from discovering the brand to researching a product or service, making a purchase decision, purchasing, using, and following up with the brand. All of this contributes to the overall Customer Experience.

Here, you can read more about the importance of the Customer Experience, how Customer Experience can drive business growth, and some valuable techniques to improve your Customer Experience.

Customer care service

The Conclusion

We wouldn’t be surprised if the three concepts of Customer Service, Customer Care, and Customer Experience sound familiar. They help a company keep its commitments while creating loyal, satisfied, and returning customers. While Customer Experience is the sum of all interactions, Customer Service and Customer Care are also critical components of the equation.

Customer Service and Care are equally essential, and businesses can not overlook them in favor of a better Customer Experience. Customer Service and Customer Care are necessary because no matter how hard a brand works to provide a flawless experience, not every customer will be delighted at all times. This is precisely why all three segments should be equally incorporated and always collaborate closely. Only then will a company be able to maintain a large, satisfied, loyal customer base. And, as we’ve previously stated, loyal customers are return customers and will refer and recommend others.

So, while Customer Experience should be at the heart of everything a business does, incorporating Customer Service and Customer Care will result in exceeding expectations and keeping customers delighted. However, if you are having difficulty with any of these services, FrontLogix can undoubtedly assist you. We provide Customer Service and Customer Care outsourcing services and improve all touchpoints of the Customer Journey for a better overall Customer Experiencejust Get In Touch!