Season 3 Episode 2: How to Double Down on Your Customer Service Post-Pandemic

Welcome back to our Second (2) Episode of 2021 Drink Like a Lady 

Last week, we looked back at 2020 and shared examples of companies, industries that GREW during the pandemic.

This week we focus on CUSTOMER SERVICE and how that has changed

Last week I interviewed the CEO and Founder of Silk + Sonder. She talked about doubling down on customer service. Your existing customers, this who already converted are GOLD

SO what’s changed about customer service

1. 59% of consumers will care more about their customer experience than they did pre COVID when deciding which companies to support or buy from.
2. And, if you are a business, this means that there is very little room for mistakes heading into 2021. ANY friction is a customer’s journey can cause a loss in potential revenue (Life time value of a customer), and a potential gain to competitors.When you consider that 80% of consumers will switch to another company after just ONE poor customer experience, this opens the door for companies to not only compete on pricing and product bu

What can you consider doing now: WE SHARE 3 KEY THINGS

EMPOWER YOUR AGENTS

1. If in a company with a separate customer service department- you will need a GREATER FOCUS ON THE IMPORTANCE OF AGENT EXPERIENCE.

a) To be truly successful, companies need to see their agent experience as a valuable part of the customer experience.

b) The agent experience is defined as the view of how empowerment, efficient, and effective a company’s customer service agent is. As in the case with almost any department in a company, prioritizing your team and staying in touch with the employees and their morale is the only true way to ensure positive reactions from your customers.

c) It is as simple as this. Happy agents=happy customers.

d) How do you facilitate greater Agent Experience?  HERE'S HOW

  i.      Better tools in software programs

  ii.      Enhanced training

   iii.      More accessible customer data

  iv.      Specific and relevant feedback that’s based on context and specific conversations.

 v.      Clear process documentation and flexible guidelines that empower agents to prioritize customer outcomes over their own performance metrics.

What can you be doing now: OMNICHANNEL COMMUNICATION

1. Omnichannel communication will be everything.
   • Customers need direct access to companies
   • Unlike years prior, this new type of conversational commerce is much bigger than just offering live chat.   Facebook, What’sApp, email, phone, text, etc.
   • The right strategy will allow you to deliver a unified. Budgets need to support these channels aggressively.
   • Consider the customer’s experience from start to finish. The customer journey is a valuable tool for recognizing the gaps in the customer’s experience and where new initiatives can be implemented  

 What can you be doing now:  INVOLVE YOUR CEO

1. Customer Service will play a bigger role in C-Level Strategy
   • CEO being part of the social media messaging as well.
   • measure success.  “Please Rate Our Service.” AND, they really want to know.

Customer service in 2021 will be your number one differentiating factor.  Are you ready? What do you need to get yourself set up for success?

Joya is currently enrolling members for international (Europe) and domestic (NYC) strategy days. She also leads a year-long intensive mastermind of C-Suite level women, which is accepting applications for 2024.

https://www.joyadass.com/
info@joyadass.com