In this fierce battle to be numero uno amid a gloomy economic environment, one thing is for sure—customer loyalty can help drive the success of a business.
According to the Zendesk Customer Experience Trends Report 2020, 52% of customers report going out of their way to buy from their favourite brands and 74% of customers feel loyal to a brand or company.
But loyalty must be cultivated and maintained—and without the right care, it’s easily lost. Influenced by every interaction that customers have with a company, from marketing promotions to the transparency of pricing models, and from the ease of the sales cycle to the quality of your customer service, loyalty also extends to the experience that customers have within your actual products or services.
Some of the factors influencing customer loyalty are owned across sales, support, success, marketing, finance, and product organizations — in short, everything that contributes to loyalty is owned by everyone.
Personalization, speed and working on customer input help nurture customer loyalty.
And that is the reason why customer input, building on customer data and usage of AI for better customer experience are critical. Analytics and feedback from customers allow organizations to measure performance and take steps to improve. But not everyone is taking advantage of these opportunities for visibility in the same way. Most teams at companies with under 500 employees, for instance, still aren’t collecting customer feedback, and small teams are less likely to quantify performance.
In a nutshell, no one wins when they work in the dark. The need of the hour is to create a high-performance customer service team which take care of each aspect of a customer and this is feasible by incorporating the right products to your customer experience arsenal.
Join The Economic Times Live Webinar, powered by Zendesk, to learn about some of the hottest trends that you can’t afford to miss this year. We will also dive into differences in CX trends and priorities across various geographies, while specially focussing on what works for the India market.
