Service with a smile used to be literal. A server smiling while delivering your restaurant entree. A cashier smiling while tabulating your retail bill.
Today’s service smile might be conveyed as an emoji in a survey. An online chat. Or a private Twitter message.
The smile now represents your customers’ perceptions of their service and support interactions with your company. Delivered in person, on the phone and online. From their point of view. Based on their pre-existing expectations.
We’ve come to expect personalized service with a smile as consumers. Which now includes knowledge of who we are, what we’ve purchased, our preferences and our transaction history.
The challenge is how do we deliver that same level of personalized service as business leaders? Customer Experience professionals. Service executives. And how do we sell technology solutions to today’s service and experience leaders?
According to Gartner, 89% of companies expect to compete on the basis of customer experience in 2016.
Companies, therefore, define customer experience as a top priority. And as a competitive differentiator.
Whether you’re responsible for delivering a personalized customer experience or selling to someone who does, here are four key trade-off decisions service and experience leaders now face:
As you choose, deliver, enable, or sell service and support solutions, take these four key success factors into account. There’s no right answer. Only what’s right for your customers. And for your business goals.
This post was originally published on Medium.com
About the Author
Karen Mangia (@karenmangia) believes that exceeding customer expectations starts with understanding why your customers are doing business with you. She leads a global team focused on effective customer, partner, and sales engagements, analysis and implementation of new ideas. She also has a passion for building and connecting people, teams and communities around the world.