It used to be that the customer was the revered and beloved king (or queen).<\/p>\n
Now, the customer is an omniscient and demanding dictator, who wants everything in a snap and instills fear in businesses everywhere. To appease this customer, you need a strategy for rock solid customer experience.<\/p>\n
And the smallest denominator of every customer experience? A customer interaction.<\/p>\n
Before you settle down with this quick primer, let\u2019s be clear on one thing: it\u2019s ultra-expensive to ignore customer experience <\/a> (CX).<\/p>\n Everybody knows that customer experience is a key differentiator, but the statistics are still eye-widening.<\/p>\n According to Dimension Data\u2019s Global CX Benchmarking Report (2017), 81% of organizations cite CX as a competitive differentiator, reporting a 92% increase<\/b> in customer loyalty, an 84% uplift<\/b> in revenue, and 79% savings<\/b> in dollar cost.1<\/sup> And if you\u2019re in the auto manufacturing industry, improving your CX by one point can lead to more than $1B in additional revenue!2<\/sup><\/p>\n And that\u2019s not all. In a different study, companies that prioritized and managed CX effectively were three times as likely to have exceeded their top business goals in 2019.3<\/sup><\/p>\n On the other hand, poor customer service will cost you dearly. Businesses lose to the tune of a whopping $75 billion just by ignoring CX.4<\/sup> (And this is an ever-increasing figure.)<\/p>\n As things are, nailing CX is harder than it ever was in the history of business. In the age of instant gratification and omnichannel customer service<\/a>, patience is shrinking while customer expectations <\/a> are skyrocketing. Businesses like yours simply can\u2019t afford to drop the ball. So how do we do this?<\/p>\n Through efficient, empathetic, and proactive customer interactions.<\/p>\n In this article, we\u2019ll cover:<\/p>\n