Category: Enterprise BPM

Customer service and customer experience are often used interchangeably, but they differ.

Customer Service is providing support and assistance to your customers before, during, and after they purchase your products or services.

Customer Experience is the overall impression and perception that your customers have of your brand based on their interactions with you across all touchpoints and channels. Customer service is a part of the customer experience, but not the only one.

Why are customer service and customer experience important for your business?

Because they can make or break your relationship with your customers and, ultimately, your business results.

According to a report by PwC, 73% of consumers say that customer experience is a critical factor in their purchasing decisions, and 32% of consumers say they would stop doing business with a brand they loved after one bad experience.

On the other hand, 86% of consumers say they are willing to pay more for a great customer experience, and 65% of consumers say that a positive experience with a brand is more influential than great advertising.

So, how can you provide excellent customer service and customer experience to your customers, and reap the benefits of increased customer retention, loyalty, advocacy, and revenue? Here are some tips and best practices to help you:

1. Understand your customers’ needs, preferences, and emotions.

The first step to creating excellent customer service and experience is knowing who your customers are, what they want, how they feel, and what they expect from you. You can use various methods to gather customer insights, such as surveys, feedback forms, interviews, focus groups, social media, analytics, and customer journey mapping. Customer journey mapping is a powerful tool that helps you visualise and understand your customers’ journey from their first contact with your brand to their post-purchase behaviour and identify the pain points and opportunities along the way.

2. Design and deliver a seamless and personalised customer experience across all touchpoints and channels.

The next step is to use the customer insights you have gathered to design and deliver a customer experience that is consistent, convenient and customised for your customers across all touchpoints and channels, such as your website, mobile app, email, social media, phone, chat, in-store, etc. You can use various techniques to enhance your customer experience, such as user interface design, user experience design, content marketing, personalisation, omnichannel integration, etc.

3. Provide proactive and responsive customer service to your customers before, during, and after they purchase your products or services.

The third step is to provide customer service that is proactive and responsive, meaning that you anticipate and address your customers’ needs and issues before they arise, and respond to them quickly and effectively when they do. You can use various tools and platforms to improve your customer service, such as chatbots, live chat, self-service portals, knowledge bases, FAQs, social media, phone, email, etc.

4. Measure and improve your customer service and customer experience over time.

The final step is to measure and improve your customer service and customer experience over time by collecting and analysing customer feedback, satisfaction, loyalty, advocacy, and other metrics, such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), Customer Lifetime Value (CLV), etc. You can use various methods to collect and analyse customer data, such as surveys, feedback forms, reviews, ratings, testimonials, referrals, social media, analytics, etc. You can then use the data to identify the strengths and weaknesses of your customer service and customer experience and implement actions to improve them.

5. Customer service and customer experience are a marriage made in heaven

Because they aim to create a positive and lasting relationship with your customers and boost your business results. By following the tips and best practices above, you can provide excellent customer service and customer experience to your customers and enjoy the benefits of increased customer retention, loyalty, advocacy, and revenue. Customer service and customer experience are not optional but essential for your business’s success.

Start today and transform your customer service, customer experience, and business.

Join us at: https://bit.ly/GCCACXP

The BPGroup Accredited Customer Experience Masters® (ACXM) Program takes BPM & CEM Training to an entirely new level.

Become an Accredited Customer Experience Master (ACX Master®) through learning and experiencing the most practical, successful and proven toolkit for customer-centric change

Join us at: https://bit.ly/GCCACXP

For 2023…

> New Case Studies > 60+ takeaway techniques > 90+ help videos > Fully revised CEMMethod (version 14) > CX Rating (4E’s) integration > All material provided > Dedicated Professional User Group > Ongoing webinars

The Accredited Customer Experience Professional/Master difference

This premier series is designed for those seeking advanced professional skills in customer experience and process management, CX improvement, CX alignment, customer centricity, and innovation.
These are the Outside-In Customer Experience Management, BPM Methods, and Techniques that Deliver!

• Uncover CX/Process Improvement opportunities in just hours
• Identify Actions that will improve customer experience and associated processes by 15% to 40% within 20 days of deployment
• Integrate and Evolve methods such as BPM, Lean, Six Sigma and Operational Excellence to Outside-In thinking and practice
• Delight your Customers (making them your greatest advocates) through Successful Customer Outcomes and Customer Experience Management
• Innovate to compete, set the market trend and even dominate your industry
• Advance Net Promoter Score and Customer Satisfaction to the next level
• Release significant costs, improve revenues and enhance service (win the Triple Crown) immediately

Hopefully, we will see you soon!
Register here: https://bit.ly/GCCACXP

During our research into the application of ChatGPT into Customer Experiences, and as a prelude to the launch of the new qualification “Certified Journey Management Professional (CJMP),” we were amazed at how rapidly organizations are integrating AI capability into their core experiences.

I have included just three examples here of CX next practice, with references for those wishing to dive deep (hundreds of use cases),

And if you are interested in learning more about the three-day CJMP workshop, send us an email with the subject header CJMP, and we will get back to you.

• ChatGPT can be deployed to create an automated customer service chatbot that offers speedy and precise solutions to frequently asked queries [1].
  
  This can prove immensely beneficial for businesses that receive many inquiries, improving their efficiency and rapidity.
  
• ChatGPT’s natural language processing abilities can be utilized to examine customer feedback, deriving useful conclusions about frequent criticisms, recommendations, and developments [2]. Businesses can consider this data to make informed decisions and enhance the overall customer experience.
  
• ChatGPT can offer individualized customer support through a conversational interface, which renders resolving matters or answering questions more convenient and faster [3].

These are merely a few of the potential applications of this technology.

It’s important to note that the specific industry and company will depend on the customer types, organization maturity, and business needs. However, the impact of ChatGPT on customer experiences is significant, with 67% of consumers worldwide now using chatbots for customer support [4]

References:
1. https://www.thankful.ai/chatgpt-for-customer-service

2. https://becominghuman.ai/unlocking-the-power-of-the-chatgpt-revolution-100-use-cases-to-try-before-you-are-fired-979e5986814c

3 & 4. https://www.revechat.com/blog/chatbots-use-cases

Do you want to embrace advanced Customer-Centric thinking and become Outside-In?

How You Can Become ‘Outside-In’… https://bit.ly/WhyOutsideIn

Start here and follow these simple steps:

Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://bit.ly/GCCACXP

Step #2 – Get The Book: Outside-In The Secret *FREE* | https://bit.ly/OI2021now

Step #3 – Get the Software:

Parallel | http://bit.ly/Parallel2021

Step #4 – Connect With The Community:

https://linktr.ee/SteveTowers

Step #5 – Keep Pace with Change:

Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023

 ONLINE, LIVE, INTERACTIVE and Coming soon to a city near you 🙂 https://bit.ly/GCCACXP

Upgrading your skills and delivery for 2023 will determine your success.  Advance and Evolve beyond functional industrial age thinking to Outside-In customer-centric practices. Tried and tested this program has helped to create more than 140,000 professionals across 132 countries since its inception in 2006.

So if understanding and applying the techniques and methods deployed in Apple, Amazon, Zappos, Zara, Emirates and BMW compels you to adopt the ‘next practice’ approaches come and join us online next month or in a city near you through 2023.

Here’s someone who enjoyed the session:

The BPGroup Accredited Customer Experience Masters® (ACXM) Program takes BPM & CEM Training to an entirely new level.

Become an Accredited Customer Experience Master (ACX Master®) through learning and experiencing the most practical, successful and proven toolkit for customer-centric change

For 2023…

> New Case Studies > 60+ takeaway techniques > 90+ help videos > Fully revised CEMMethod (version 14) > CX Rating (4E’s) integration > All material provided > Dedicated Professional User Group > Ongoing webinars

The Accredited Customer Experience Professional/Master difference

This premier series is designed for those seeking advanced professional skills in customer experience and process management, CX improvement, CX alignment, customer centricity, and innovation.
These are the Outside-In Customer Experience Management, BPM Methods, and Techniques that Deliver!

• Uncover CX/Process Improvement opportunities in just hours
• Identify Actions that will improve customer experience and associated processes by 15% to 40% within 20 days of deployment
• Integrate and Evolve methods such as BPM, Lean, Six Sigma and Operational Excellence to Outside-In thinking and practice
• Delight your Customers (making them your greatest advocates) through Successful Customer Outcomes and Customer Experience Management
• Innovate to compete, set the market trend and even dominate your industry
• Advance Net Promoter Score and Customer Satisfaction to the next level
• Release significant costs, improve revenues and enhance service (win the Triple Crown) immediately

Hopefully, we will see you soon!
Register here: https://bit.ly/GCCACXP