3 Secrets to Exceeding Customer Experience Expectations

Platform
Platform
- For a unified engagement hub
  
  Digital-first, omnichannel platform built for enterprises
- For contact centers
  
  Agent efficiency, automation, and operational insights
- For community engagement
  
  Self-service support, education, and collaboration
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- For CX Insights
  
  A unified, actionable view for world-class CX
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- Social & Reviews
  
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  Understand social trends from customers, the market, and competitors
- Experiences
  
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- Customer journey optimization
  
  Optimize customer experiences by really listening across all your channels
By industry
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  An integrated platform to nurture the customer journey
Services
- Strategic Services
  
  Our in-house experts in social media and community management for Khoros customers
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  More than onboarding and implementation, this is where our partnership begins
- Partners
  
  Data integrations for better customer experience
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  Increase satisfaction and improve product adoption with complimentary training.
Resources
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  Join us for live webinars and other events, like Khoros Engage
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- Customer Stories
  
  Case studies with successful customers to see how they did it
Community
- Atlas Community
  
  Connect with 70K+ customer engagement professionals
- Titans of Customer Engagement
  
  A customer experience podcast with Khoros Customers
Company
- About Khoros
  
  20+ years experience, built from Spredfast and Lithium
- Leadership
  
  Meet the team that leads the team
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- Careers
  
  We’re hiring — come build the future of customer experience
- Contact Us
  
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- Social Responsibility
  
  Our commitment to do more and do better

Download the Checklist

In this checklist, you’ll learn exactly how your brand can deliver excellent customer experiences.

Today’s customers have higher expectations than ever before. Every brand today knows that. Some think they are meeting, or even exceeding customer expectations. However, most are not. To make their customers happy, brands must deliver an exceptional customer experience. Khoros commissioned Forrester Consulting to survey 1,042 adult consumers and 227 marketing and customer care decision makers at B2C enterprises in the U.S. and Europe to learn what customers really want, and how well brands are delivering it. The report found that a great divide exists between brands and their customers, across the customer journey. For example:

Non-personalized marketing messages are sent to customers twice as often as brands think.
Robotic, unhelpful answers are given to customers twice as often as brands think.
Customers are three times more likely to leave after bad service than brands think.

The divide is clear, but how can your brand start bridging it? In this checklist, we cover the three secrets to improve your customer experience — unifying departments, serving customers where they are, and delivering great engagement at scale with technology — along with actionable strategies for your brand. Although customers expect a lot from brands, they will also reward them greatly for their efforts. In fact, 68% will spend more money with a brand that knows them and treats them like an individual.

Some of the action items in this checklist include:

Monitor all of the social media channels your brand is active on, to find opportunities to “surprise and delight” customers or prospects.
Resolve customer issues within the same channel they used to reach out.
Report and analyze digital customer engagement across channels, including CSAT/NPS.
Keep good records of every interaction. Ideally, records should also be integrated bi-directionally to your CRM.
Schedule regular cross-department meetings to share customer feedback.

Download the checklist now to take a look at all of the ways your brand can deliver customer experiences that provide lasting value.

Platform

Products

By use case

By industry