Improve Customer Experience with Customer Interaction Services ...

Improve Customer Experience with Customer Interaction Services

"Good customers are as rare as Latinum - treasure them" is an old Klingon proverb, but how many
enterprises can actually do that. In today's hypercompetitive business environment, every enterprise across
every industry knows the value of customers. Customers are the lifeblood of any organization and therefore
enterprises must be careful when providing customer services.

All enterprises know the role of customer experience in customer satisfaction, which eventually leads to
customer retention and customer loyalty. Therefore, the first step that enterprises must focus on for
retaining customers is to take control of customer experience and do all that they can to improve customer
experience.

Studies have shown that customer retention has a direct impact on profitability. A recent research by John
Fleming and Jim Asplund indicates that engaged customers generate 1.7 times more revenue than normal
customers do, while having engaged employees and engaged customers return a revenue gain of 3.4 times
the norm.

Every enterprise wants to serve customers satisfactorily by ensuring that the common journeys that a
customer undertakes after purchasing a product is easy smooth and hassle free. However, not all enterprises
could provide services that exceed customer expectations. In such circumstances, what customers require is
effective customer experience solutions that understand their needs and requirements and help them with
industry-specific applications.

A typical consumer journey involves a series of interactions that lead to a specific outcome for the
consumer--one that can be as complex as resolving questions about a first bill or as straightforward as a
credit card fraud alert. With these customer interaction services, the common issues that cause problems for
the consumer and escalate costs for the enterprises are resolved amicably. A global leader in providing
intuitive customer service software and services has come up with a software platform that provides smarter
and more effective multi-channel customer service. It comes with interactive intelligence that powers
insights and improves consumer experiences by building on the past--and ensuring that every new
interaction, with each individual, gets better all the time.

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A popular proverb says that if customers have a good experience, they will tell one person but if they have a
bad experience, they will tell ten. However, with effective customer experience solutions, enterprises can
ensure that customers get good experience which they would tell not just one but a whole lot of them.

Related Links: banking customer experience, retail customer experience

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Source: http://pdfcast.org/pdf/improve-customer-experience-with-customer-interaction-services

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