Progressive also shaped how customers interpreted cost-reduction actions such as on-site resolution of auto claims by positioning and reinforcing these actions as part of a consistent brand promise that it was a responsive, technology-savvy company. In both cases, customer perceptions of the brands reinforced operational realities. Such brands generate a reservoir of goodwill and remain resilient on the basis of their consistency over time in fulfilling promises and their strong, ongoing marketing communications to reinforce those experiences.
Becoming a company that delivers customer-journey excellence requires many things to be done well. First, take a journey-based approach. For companies wanting to improve the customer experience as a means of increasing revenue and reducing costs, executing on customer journeys leads to the best outcomes.
Since a customer journey often touches different parts of the organization, companies need to rewire themselves to create teams that are responsible for the end-to-end customer journey across functions. While we know there are an infinite number of journeys, there are generally three to five that matter most to the customer and the business—start your improvements there.
To track progress, effectiveness, and predict opportunities, you may need to retool both metrics and analytics to report on journeys, not just touchpoint insights. Second, fix areas where negative experiences are common. Because a single negative experience has four to five times greater relative impact than a positive one, companies should focus on reducing poor customer experiences, especially in those areas in which customers come into contact with the organization most often.
For instance, training frontline service representatives to identify and address specific customer issues through role playing and script guidelines will go a long way toward engendering deeper customer trust. Finally, do it now. In addition, companies that experience inconsistency challenges often expend unnecessary resources without actually improving the customer journey. Making additional investments to improve the customer experience without tightening the consistency of experience is just throwing good money after bad.
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Notes from the frontier: Access to this information is important because it eliminates discrepancies that could have a critical impact on your business. For example, imagine most of your customers have a service contract that provides 12 months of support before they must renew.
However, Company X has an agreement in place where they get one extra month added to their first year. This should be noted in the company profile so that every agent who accesses the account will be aware of it. Having incorrect information puts agents in a bad spot and lowers their credibility. Your business can take consistency a step further with B2B customer support software by supplying the same information across multiple departments. Sharing important details with sales and marketing keeps everyone informed and up-to-date regarding your customers, so everyone in your business is ready and able to talk about whatever your customers need.
Providing a consistent customer experience is incredibly important for B2B organizations. Doing so increases customer satisfaction, and these happy customers will likely spread news of your business and excellent customer service to their peers. By establishing actionable guidelines and making information accessible to all agents, every member of your customer support team can provide the same quality of service to any one of your customers.
Save my name, email, and website in this browser for the next time I comment. Notify me when new comments are added. Customers expect an effortless, connected experience. Business leaders want to see a return from CX investments. Learn how successfully optimizing and connecting service processes to provide a superior customer experience can be the foundation for continued CX momentum and executive support. Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.
Get great discounts today! Get the secrets to CX success plus tips on how to deal with common roadblocks and how to use maturity modeling to know where to focus your attention. Stop Blaming the Help. Step into the branch of the future. What to Track and Why. Using Personas to Define Customer Service. Customer service conversation killers. Learn from the Best: Important Business Lessons for Marketplace Owners.
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Consistent customer service means that customers can expect the same level of service each time they interact with a company. In turn, consistency leads to reliability. Consumers rely on a company to provide excellent customer service after it has proven to do so consistently.
Consistent customer service is the art of providing the same level of service to each customer, regardless of the knowledge level of the customer or the complexity of the issue.
Consistency through customer support software. B2B customer support software can also help establish consistency with tools like customer databases and automatic alert messages. With customer alerts, agents receive important information as soon as they click on a customer’s account or support ticket. 1. Define it! If you don’t yet have a customer service vision statement that describes the type of service you want to deliver on every customer interaction, create one. A vision acts as a guide and a standard for your team as they tread through a variety of different customer situations.
The Importance of Consistency in Customer Service. Good customer service is all about consistency. It’s one thing to deliver good service to a customer, but quite another to achieve this with regular consistency. Savvy business people understand the role excellent customer service plays in their success. They understand that winning customers and building loyalty doesn’t happen overnight and that building strong customer relationships requires a consistent and ongoing effort to retain their customer.