{"id":42930,"date":"2020-08-12T20:48:15","date_gmt":"2020-08-12T20:48:15","guid":{"rendered":"\/us\/en\/blog\/?p=42930"},"modified":"2025-03-30T23:57:42","modified_gmt":"2025-03-31T06:57:42","slug":"why-customer-experience-is-way-more-important-to-your-business-than-you-think","status":"publish","type":"post","link":"\/us\/en\/blog\/why-customer-experience-is-way-more-important-to-your-business-than-you-think\/","title":{"rendered":"Why customer experience is way more important to your business than you think"},"content":{"rendered":"<p><b>Elevate your customer experience<\/b><\/p>\n<p><span style=\"font-weight: 400;\">If you\u2019re a customer experience manager or contact center manager, you know customer experience (CX) is important. Your customers\u2019 perception of how your company treats them has a profound impact on your relationship and your organization:\u00a0<\/span><\/p>\n<ol>\n<li><span style=\"font-weight: 400;\">A <\/span><a href=\"https:\/\/www2.deloitte.com\/us\/en\/pages\/operations\/articles\/global-contact-center-survey.html\"><span style=\"font-weight: 400;\">Deloitte survey<\/span><\/a><span style=\"font-weight: 400;\"> found 88% of companies prioritize customer experience in their contact centers.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">83% of <\/span><a href=\"https:\/\/www.bradcleveland.com\/resources\/statistics\/\"><span style=\"font-weight: 400;\">executives say<\/span><\/a><span style=\"font-weight: 400;\"> their service department plays a strategic role in the overall business.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">56% of <\/span><a href=\"https:\/\/www.bradcleveland.com\/resources\/statistics\/\"><span style=\"font-weight: 400;\">consumers have higher expectations<\/span><\/a><span style=\"font-weight: 400;\"> for customer service today than they had one year ago.<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">With company leadership <\/span><i><span style=\"font-weight: 400;\">and<\/span><\/i><span style=\"font-weight: 400;\"> customers demanding a quality customer experience, it pays to understand the challenges and the benefits of delivering an excellent CX.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Keep reading to learn how you can continue to deliver on the customer experience as customer demands continue to evolve and grow.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><b>The importance of customer experience<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">It&#8217;s hard to overstate how important the customer experience is.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In fact, 58% of customers <\/span><b>will go out of their way<\/b><span style=\"font-weight: 400;\"> to buy a product or service from a company they know will offer excellent customer service. Not only will customers take extra effort to ensure they\u2019re treated in a certain fashion, but when your company provides an excellent customer experience, customers are:<\/span><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">86% more likely to repurchase from the company<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">77% more likely to recommend the company to others<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">79% more likely to trust the company<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">62% more likely to forgive the company<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">It\u2019s clear that customers want organizations to continuously improve their customer experiences. But is that the only reason CX is such a hot topic?<\/span><\/p>\n<h2><b>Are you ignoring your most important metric? <\/b><\/h2>\n<p><span style=\"font-weight: 400;\">When it comes to customer service, too many businesses only have a \u201ccontact us\u201d form, or a support email address that rarely responds.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In 2020, that simply won\u2019t do. Especially when 60% of <\/span><a href=\"http:\/\/www.slideshare.net\/jperezpgi\/2012-ovum-logmein-customer-experience-report\"><span style=\"font-weight: 400;\">customer service managers say<\/span><\/a><span style=\"font-weight: 400;\"> customer satisfaction is the most important call center metric<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Organizations must continuously monitor their customer experience and work to improve upon it. CX is not something you can \u201cset and forget.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Why?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Today\u2019s consumers don\u2019t base their loyalty on product or price. Instead, they stay loyal to companies because of the experience they receive. If you can\u2019t keep up with their demands, your customers will leave you.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When it comes to satisfying customers, cross-device shopping via a wide range of channels has made it difficult for companies to maintain consistency. Processes and technologies need to change in order to provide a consistent experience across all platforms. Consider:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">According to a <\/span><a href=\"http:\/\/www.walkerinfo.com\/customers2020\/\"><span style=\"font-weight: 400;\">Walker study<\/span><\/a><span style=\"font-weight: 400;\">, by the end of 2020, customer experience will surpass price and product as the key brand differentiator.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The Northridge Group\u2019s research \u2013shows 61% of consumers must interact with a company on more than one channel to resolve a customer service issue.<\/span><\/li>\n<\/ul>\n<p>Now that you see how important customer satisfaction is to a successful <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center <\/a>metric, let\u2019s take a look at how to improve.<\/p>\n<h2><b>How to improve your customer experience <\/b><b><i>and<\/i><\/b><b> empower agents in your cloud contact center<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">It will take more than skilled call center agents to deliver the customer experience your customers want. If your entire company isn\u2019t working together to elevate the customer experience, it will show.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here are some practical tips for going above and beyond your customers\u2019 expectations.<\/span><\/p>\n<h3><b>Listen to your customers<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Listen to your customers by monitoring interactions (RingCentral\u2019s customer engagement solutions provide supervisor monitoring and supervisor coaching tools such as monitoring a call, a whisper feature, and a barge in feature).\u00a0<\/span><\/p>\n<h3><b>Use analytics to shape business processes\u00a0<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Review analytics for the contact center. Using the data, ask questions to determine whether or not interactions are related to the company\u2019s goals and objectives or if they\u2019re related to particular areas of concern like customer attrition.<\/span><\/p>\n<h3><b>Capture customer feedback<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Capture feedback on all of your customer channels (voice, email, chat, messaging, and social). When collecting feedback, use the same quality standards you would apply to calls or text-based interactions like email and chat.<\/span><\/p>\n<h3><b>Ask the right questions<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Instead of leaning on your organization\u2019s internal metrics to measure the quality of a call, ask your customer what <\/span><i><span style=\"font-weight: 400;\">they<\/span><\/i><span style=\"font-weight: 400;\"> think. For example, you could ask \u201cWhat did you think of the agent who helped you and your overall experience?\u201d or \u201cDid your service experience live up to the promises we made in our marketing?\u201d It\u2019s crucial to look at all of your interactions with your customers\u2019, comparing internal evaluation scores with customer scores and expectations.<\/span><\/p>\n<h3><b>Adapt and adjust<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Organizations should then apply changes to their contact center and customer experiences.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As customer\u2019s needs and demands change &#8212; and the environment customers find themselves in (recessions, COVID-19, etc.) changes organizations must change and adapt.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, if customers can\u2019t go into physical brick and mortar locations (for example a cell phone store to ask questions about their phone, their bill, or their account) businesses should anticipate higher inbound call volumes and staff up accordingly.\u00a0<\/span><\/p>\n<h2><b>RingCentral has the tools to help you succeed<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Once your company recognizes and responds to most of your customers\u2019 pain points, it\u2019s time to focus on how to provide proactive and differentiated customer service.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">RingCentral offers <\/span><span style=\"font-weight: 400;\">a suite of tools<\/span><span style=\"font-weight: 400;\"> including <a href=\"https:\/\/www.ringcentral.com\/cloud-contact-center.html\">cloud contact center<\/a> (Engage Voice) and Engage Digital. <\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Give your customers the service they expect with a 100% remote support team. Our cloud-based platform makes it easy for agents to get up and running with just an internet connection. Service customers without them knowing your agents are at home.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Incorporate channels like live-chat, messaging, and social to reduce inbound call volume and service customers on the channel of their choice.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Our collaborative contact center allows for real-time communication through team messaging. That way when agents need quick answers or input from someone within your organization, they can get it\u2026 and customers&#8217; questions are answered right the first time, every time.<\/span><\/li>\n<\/ul>\n<h2><b>The takeaway<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">It\u2019s important to keep up with your customers\u2019 needs as their demands &#8212; and the environment they find themselves in &#8212;\u00a0 changes.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As economic uncertainty increases, it\u2019s tempting to cut spending in areas that aren\u2019t directly related to revenue. But cutting corners with your customer experience may cost you more than you know.<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">To learn more about how RingCentral can help you deliver on the customer experience as your customer demands continue to evolve and grow. Visit <\/span><\/i><a href=\"https:\/\/www.ringcentral.com\/effortless-customer-engagement.html#ring-cc\"><i><span style=\"font-weight: 400;\">RingCentral.com<\/span><\/i><\/a><i><span style=\"font-weight: 400;\"> to learn more. <\/span><\/i><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Elevate your customer experience If you\u2019re a customer experience manager or contact center manager, you know customer experience (CX) is important. Your customers\u2019 perception of how your company treats them has a profound impact on your relationship and your organization:\u00a0 A Deloitte survey found 88% of companies prioritize customer experience in their contact centers. 83% &#8230;<\/p>\n","protected":false},"author":29,"featured_media":42933,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-42930","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Why customer experience is way more important to your business than you think | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Elevate your customer experience If you\u2019re a customer experience manager or contact center manager, you know customer experience (CX) is important. 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