This is a difficulty years for customer experience.
We were in listen for many years How important the customer experience is to the business, and the entire portfolio of business technology has been built around it, with companies like Salesforce and Adobe at the forefront. But due to the economy or staff shortage (perhaps both?), 2022 is a year of poor customer service, which in turn creates a poor experience; nothing separates the two.
No matter how great your product or service is, you will ultimately be judged by how well you do when something goes wrong and your customer service team is your direct link. with the buyer. If you fail in a time of need, you can lose them forever and quickly get a bad name. News can spread quickly through social media channels. That’s not the kind of talk you want about your brand.
We’re constantly asked for feedback on how the business is performing, but this thirst for information never seems to reconnect with improving the experience.
And make no mistake: Your customer service is closely linked to your customer’s perceived experience. We are constantly asked for feedback about how the business works, but this thirst for information never seems to reconnect with improving the experience.
Consider the poor people who bought tickets for Southwest Airlines flights this week. A video shows airline employees tricked the police about their own passengers. Consider that the airline admitted to messing up, but a representative of the same airline actually called the police on the passenger for being at the gate. When it comes to abusing your customers and destroying your brand reputation, that example is easy to come by.
We’ve been hearing about how data will drive better experiences for a long time, but is that data ever made available to those who deal with customers? They don’t need data — they need help, training, and guidance, and obviously there won’t be enough of that in 2022. It looks like companies have cut customer service to the detriment of their experience. customers and ultimately affects the reputation of the brand.