Take a moment to think about how you feel when you phone into a call center with a question about a credit card, an issue with your car repair, or a problem with your cable. How do you feel if you get bounced from one call center agent to another in an attempt to resolve your issue?
It is not very pleasant, right?
Fixing that situation not only makes for a better customer experience, but it is also good for the bottom line. According to consulting firm McKinsey & Company, brands that improve the journey of a customer from problem to solution, see revenues increase as much as 10 to 15 percent while also lowering the cost 15 to 20 percent. But businesses do not always recognize how these parts are interconnected.
Companies often think of growth, cost, and customer experience as three distinct areas of focus, when focusing on the customer can be a better way to improve performance on all three.
Because customers’ needs and expectations change over time, the way we meet them must evolve in accordance with those shifts.
