Customer satisfaction, loyalty and advocacy are dependent upon more than just the quality of the product or service you offer. The customer experience extends beyond “consumption” to every aspect of engagement with your organisation.
Customers have a multi-device lifestyle, they expect any desired information or service to be available on any appropriate device, in context, at their precise moment of need. An engagement that begins with a phone call might continue via SMS or web chat and conclude with an email. From a customer’s perspective, the experience should be consistently high quality, irrespective of the medium used.
Customer expectations have always been high, but with the sheer range of options available to them in a global marketplace, they have become less tolerant of negative experiences. If you fail to meet their high standards, they are acutely aware that they have choices.
Ease of use is the most important factor when it comes to adoption and continued use, so the customer experience should be as frictionless as possible.
This is where Cirrus comes in. Our solutions are designed specifically with the customer experience in mind. We leverage big data to better understand customer behaviour, analyse interactions across multiple media to determine the paths of least resistance and continuously improve the customer journey with the ultimate aim of getting them to the desired outcome faster.
Sounds good, right? But what does that really look like?