Your Genesys Blog Subscription has been confirmed!
Please add genesys@email.genesys.com to your safe sender list to ensure you receive the weekly blog notifications.
Subscribe to our free newsletter and get blog updates in your inbox
Don't Show This Again.
This is the era of disruptive technology and innovative solutions. Many forward-thinking businesses are using transformational products and services — and they’re breaking growth and innovation records as a result.
However, most of these disruptive players are failing to provide the same transformative and innovative customer experience as their products or services. Customer experience is often overlooked because of two common mistakes:
Mistake 1: No Standardised CX Strategy
When a start-up is learning to “Walk,” the founders don’t have enough resources to plan for an omnichannel customer experience or fund an all-in-one call centre solution. This usually results in them inheriting several different CX systems as the business grows. And that makes them unable to standardise their CX strategy.
By the time a start up reaches the “Run” stage, the business has grown exponentially. But their customer experience is still fragmented across multiple systems. The systems don’t talk to each other, and they don’t provide a unified customer experience across all channels.
Mistake 2: You Don’t Consider CX as a Growth Opportunity
Often, founders are more focused on growing the business and increasing revenue. They don’t take customer experience into consideration due to other priorities or limitations.
Customers don’t differentiate whether you are a new player or an established business. They expect the same level of support from a start-up as they get from Amazon, Apple, Google or any other giant. So give the customer experience you provide as much attention as you do with business growth.
When it comes to poor service experiences, consumers are impatient and they’ll leave when their needs aren’t met. More than 74% of consumers said they’d switch brands after five or fewer negative customer service interactions. One in 10 would abandon an organisation after a single bad interaction. In the past year, one-third of consumers have switched brands due to poor service.
Moving to the Fly Stage of CX
So, what do high growth organisations need to do to move from “Walk” to “Run” and from the “Run” to the “Fly” stage? In their stages of growth, they have a tremendous amount of data, disjointed channels and multiple challenges.
To “Fly,” rapidly growing businesses need a cohesive experience across the entire customer journey so they can provide customers with a personalised, connected and seamless experience on the channel of their choice. Brand is important at every step and customer expectations continue to rise. This year, 86% of consumers globally said a company is only as good as its service, up from 70% in 2021.
Convert your consumers into loyal customers by meeting their needs and delighting them at every touch point. Let your end users know they matter most to your business by providing the best customer experience.
Here’s what CX leaders should keep in mind when building a customer experience strategy and choosing the right solution for their fast-growing business:
Be the Customer
Try this exercise: Put yourself in your customers’ shoes to understand how you’re providing customer service. Contact your call centre; chat with the bots you’ve implemented; reach out to your business through multiple channels — just like a customer would. Then repeat this exercise with your favourite brand.
Doing this will help identify the gaps, uncover opportunities for improvement and create better customer journeys. And you’ll get a better picture for choosing the CX goals that best align with your business and optimise the customer journeys that matter most to end users.
Remember: Silos shouldn’t exist while scaling your business or afterward. Fragmented, unsatisfactory and inconsistent customer experiences are lost opportunities.
Genesys works with you before, during and after the deployment. With the Genesys CloudTM platform, you’re investing in a partner that’s proven and a product that’s visionary so you can adapt, scale and create meaningful experiences with confidence.
Talk to us about how we can support your CX needs and help you keep flying.
Subscribe to our free newsletter and get the Genesys blog updates in your inbox.
Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
