Agent efficiency, automation, and operational insights
Khoros Communities is recognized as a strong performer in community management. Read more
Delivering killer digital customer experiences requires interacting with customers at every touchpoint. The success of your business depends on customer experience, and these days, there’s no forgiveness. If you stumble in delivering on expectations, customers move on quickly and never return. Consistently providing exceptional service can be challenging, but with the right strategy in place success is well within reach (read 7 Customer Service Strategies For Highly Effective Teams for additional insight).
Having talent in place who possess the right characteristics can actually make or break your digital customer experience. When you hire or promote leaders who put the customer first, this mindset will filter down to the rest of the team. We’re not just talking about your customer-facing employees; your entire organization needs to be digital-first and customer-centric. Look for people with a total dedication to customers and a willingness to do what it takes to make them happy.
A single data point about a sale or a social profile doesn’t tell a customer’s full story. If you’re only focusing on one characteristic, action, or transaction, you’re destined for failure. To stay competitive, “you must win at every interaction the customer has with your organization.”1 That’s why a killer digital customer experience strategy must include taking the time to understand customers in a new dimension. By infusing your strategy with a data-driven approach, your service agents will better understand the customer’s journey, history, and interaction touchpoints before they even start interacting with that customer. Start winning with the right social media management tool that connects customers’ digital footprints with your CRM.
Here are the top five data-driven tips and practices you need to know for a killer customer experience strategy.
Smart brands understand that on-domain communities can help facilitate seamless experiences while simultaneously lowering support costs. Leading Australian energy company AGL recognizes the importance of community to customers who increasingly want to interact digitally. “Our initial goal was to provide a way to divert calls from our service center, but our community quickly became a source of truth in the industry with our knowledge base articles, in addition to providing a seamless pathway for our customers to get support,” says Digital Community Manager Liam Woods. Customer-centric “social hubs” for your like-minded brand enthusiasts are places where peer-to-peer support thrives, which, in turn, will have a substantial positive impact on perceptions of trust and loyalty.
If data is the game changer for CX strategy, actionable reporting is the coach on your unbeatable team. It’s not enough to just track customer service interactions; that data must be channeled into something useful. When customer analytics about customers’ voice, sentiment, and opinions are shared throughout your organization, it leads to an improved understanding of customers’ needs regarding your products or services. A killer CX strategy embraces customer care analytics as a way to not only quickly fix underperforming customer experiences, but to create better, more useful products.
For more strategies to enhance your customers' experiences, read 7 Customer Service Strategies For Highly Effective Teams.
1 Future of Experience: A Gartner Theme Insight Report
Explore the world of AI chatbots as we delve into their top 5 failures and reveal expert tips on rectifying and preventing these mishaps.
Help your social media strategy withstand another year of market change, fluctuating algorithms and evolving pricing models. In this report, you’ll learn four ways to future-proof your social media strategy, including security, content, listening and advocacy.
Learn the best ways to collect customer feedback such as surveys, branded communities, social media, and customer interviews including what to do with it.
Learn how to start enhancing your customer and employee experiences today.
We're diving into the hottest social media trends and noteworthy industry updates that have been making waves in the digital sphere over the month of January.
Our team is excited to share the latest features of our customer service software. See what new capabilities are available now.
Learn more about the two new engagement features, Ideas and Rank, now available in the next generation of Khoros Communities.
KHOROS SOCIAL MEDIA MANAGEMENT
Check out these new social media software capabilities that make social publishing and engaging even easier.
Unsure if employee advocacy is the right fit for your business? Explore four measurable results your brand could unlock with a top-rated employee advocacy program.
Enhance customer service through operational efficiency. Streamline processes, engage employees, and achieve excellence across all customer touchpoints.
Your employees could reach a 561% larger audience than your brand accounts! Learn 4 steps to activate employees as brand ambassadors at only a fraction of paid advertising costs.