{"id":11257,"date":"2020-08-26T13:06:15","date_gmt":"2020-08-26T12:06:15","guid":{"rendered":"\/gb\/en\/blog\/?p=11257"},"modified":"2023-01-16T17:31:44","modified_gmt":"2023-01-16T17:31:44","slug":"build-business-around-customers","status":"publish","type":"post","link":"\/gb\/en\/blog\/build-business-around-customers\/","title":{"rendered":"How to Build Your Business around Your Customers"},"content":{"rendered":"

The growth of digital technology has triggered a change in our communication preferences. In the contact centre operation, easily accessible new technology is opening doors to incredible opportunities in everything from customer experience<\/a> to agent productivity.<\/span><\/p>\n

The pandemic has accelerated that change. Businesses are facing huge increases in call volumes. No longer is dialling a free 0800 line the only way a customer can reach out\u2014they\u2019re emailing, using webchat, writing reviews, posting on Facebook and tweeting. Whereas previously customers were limited in the ways they could engage with your company, now they have a vast array of choice. This presents both opportunity and challenges for organisations.\u00a0<\/span><\/p>\n

It is challenging to be able to keep up with the numerous channels over which customers can communicate with your business. All the while, different tools with different metrics make it virtually impossible to provide any sort of consistent reporting or management across the different groups to measure performances. As if all of that wasn\u2019t enough, customers are forever moving to new technologies for their communications. Without the right tools to manage customer communications across all current channels, <\/span>and<\/span><\/i> new channels that are sure to show up in the future, your organisation will not be able to survive.<\/span><\/p>\n

Such organisations are being forced to reevaluate their customer communication strategy and how they can take advantage of technology to expand their engagement option.\u00a0<\/span><\/p>\n

Customer experience and expectations<\/span><\/h2>\n

Customer expectations are rising, the world is going digital. <\/span>96%<\/span><\/a> of customers want their issues resolved quickly on the channel of their choice. <\/span>49%<\/span><\/a> of customers have switched to another business in the past year as a result of poor customer service. <\/span>89%<\/span><\/a> of consumers have switched to doing business with a competitor following a poor customer experience.<\/span><\/p>\n

In today\u2019s highly competitive environment, every client interaction matters. Therefore, it\u2019s important to recognise that the rules for customer interaction have changed and continue to evolve.\u00a0<\/span><\/p>\n

Customers choose to connect and communicate with brands as they would normally connect with friends and families. And they want instant information, quick response, and expect a personalised experience. Customers will alter the channels they use to interact with customer service teams<\/a> based on the time of day, the urgency, the way they work and play and of course, their emotions and moods. They want that convenience and expect the interaction with your brand to be effortless \u2013 and they want it 24\/7.<\/span><\/p>\n\t\t