Customer Experience | Trends

At Neotel we know in depth the needs of our customers and this allows us to develop and improve our product and constantly work on improving our after-sales service. To achieve a positive CX there must be a synergy between the staff, the technology and the service provided; in this post we tell you all about the customer experience trends to apply in your business.

The customer experience (CX) should be simple; make sure the customer feels valued to achieve customer loyalty while attracting new customers. Making the customer experience easy is often a complicated job to execute; designing and delivering engaging experiences requires a high degree of organization across the enterprise that involves breaking down complexity and aligning the business with the customer based on an understanding of their needs, the market and the organization itself.

Leading customer experience organizations demonstrate that success in leveraging new technologies is based on holistic thinking and clarity on how everything connects to everything along the customer journey map.

According to KPMG, the global network of professional services firms that provides audit, legal, tax, financial and business advisory services in 156 countries, the 6 fundamental pillars that make up the CX are:

• Accessibility: providing multiple service channels.

• Personalization: use of individualized attention to drive emotional connection.

• Empathy: gaining an understanding of the customer's circumstances to drive a deep relationship.

• Resolution: turn a poor experience into an excellent experience, this is achievable with well-trained staff and appropriate technology tools.

• Time and effort: minimize customer effort and create frictionless processes.

• Expectations: Managing, meeting and exceeding customer expectations.

In addition to the 6 pillars, it is essential to generate:

Loyalty: confidence of a repeat customer to use a product or service again, i.e. repeat purchase.

Value vs. price: the customer's perception of the value associated with the purchase (benefits and experience) in relation to the economic outlay made.

NPS (net promoter score): index that measures how viable it is for a customer to recommend a brand.

Channels: level of integration of the company's existing channels (omnichannel), in such a way as to give the customer all possible options for interacting with the brand.

Our mission, as technology partners of our customers, is to provide them with the necessary tools to achieve:

1. Know their customers' needs and provide tools that add value.

2. Access analytical models to leverage on recommendation engines and digital technologies to discover new needs, often not articulated.

3. Manage and design experiences, in both digital and traditional channels, so that the customer can easily establish contact through the channel of their choice.

4. Develop a structure in the organization that allows shaping around the customer journey.

5. Link the front and back office to drive synergies and improvements throughout the journey, ensuring that business processes support this vision.

6. Encourage innovation in new products and services.