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Global competition has ushered in a steady stream of new and unique products that consumers can choose from, so it's become increasingly difficult for companies to distinguish their products from other players. In an effort to capture and retain high-end customers, organizational leaders must determine the most effective ways to deliver consistent service to customers across all channels based on their needs, while providing premium service to their best customers according to their value - including how influential the customer is in recommending the product.
Supported by insights from inContact and Peppers & Rogers Group, readers will obtain valuable recommendations on how to strike an effective balance between providing customers with superior support experiences across channels and reducing costs via service segmentation.
This paper will reveal five strategies for doing so, including:
- Identifying and acting on contact center and customer support pain points
- Delivering consistent experiences to customers across a variety of support channels
- Using analytics to help match customer value with a complementary level of support
- Drawing on VoC, social media, and other feedback channels to make incremental improvements to customer experiences
- Incenting certain customers to use self-service channels
