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Recent trends in the industry have highlighted the increasing importance of customer service for banks, with a new J.D. Power survey revealing just how critical it has become. Meanwhile, Forrester is exploring the potential of asynchronous chat as the future of customer service, offering exciting possibilities for improving communication and efficiency. Yet despite these positive developments, the question remains: why does customer service keep getting worse?
Customer Service Is Critical for Banks Now: J.D. Power Survey
J.D. Power's U.S. Retail Banking Satisfaction Study suggests that minor frustrations for customers spell big trouble for banks as rates rise.
Is Asynchronous Chat The Future Of Customer Service? - Forrester
Asynchronous chat is poised to proliferate throughout the B2C ecosystem, redefining expectations around customer service. Senior Analyst Christina McAllister joins to discuss the benefits and pitfalls of this technology.
Why Does Customer Service Keep Getting Worse?
Execs talk a good game about the value of great CX, but reality doesn't measure up.
Customer Suport & Service
As the importance of quality customer service continues to grow, businesses are recognizing the value of investing in this critical area. From the rise of AI chatbots to the impact of personalization, these insights provide a roadmap for delivering exceptional service in 2023 and beyond.
Businesses Will Pay More for Quality Customer Service
A recent study revealed that 90% of businesses are willing to pay more for better customer service. However, they will pay more elsewhere if satisfaction takes too long.
How Midsize Companies Can Repair Damaged Customer Relationships
How Winning Companies Are Realizing Tangible Value
Customer Experience
Understanding the customer experience is crucial to the success of any business. This means delving deep into what their customers really want, and how they can deliver the kind of experiences that will keep them coming back. But it's not just frontline employees who need to focus on the customer experience - executives also play a critical role.
What Do Your B2B Customers Really Want?
B2B sellers often think of customers as rational decision-makers who seek to maximize value, reduce costs, and save time. But a study of 2,128 office workers across the United States, the United Kingdom, France, Germany, Spain, and Italy found that B2B customers prefer interactions that fuel their psychological needs β even if they require more time or cost more money. Viewing customer service through the prism of the three core psychological needs β autonomy, relatedness, and mastery β opens up a wealth of opportunities for elevating service.
Executives Need to Invest in Understanding the Customer Experience
Delivering superior customer experience (CX) is a mandate that now extends well beyond the bounds of customer service, support, sales, or IT departments. It requires a cultural shift that emphasizes pervasive information sharing and intent analysis across the enterprise. Executives not fully immersed in CX leave their organizations open to churn and reduced market presence. Executives across all domains need to step up and lead their organizationsβ CX efforts in order to survive.
LinkedIn
For all companies, keeping customers is crucial, and a bad customer experience can have serious marketing consequences. According to ChurnRX's research, customers who use integrated solutions tend to stay twice as long, which highlights the importance of integration in retaining customers. Antti provides helpful advice on how to transform customer complaints into opportunities for retention.
