It’s never been more important to create an amazing customer experience.
There was a time when your clients could expect their customers to compare them to their closest rivals, i.e. a laptop company would be competing with other computer providers.
But in 2024, those days are long gone.
Today’s savvy consumers will rank companies and brands against the best of the best across all industries, sectors and specialisms. Having been wowed by a new laptop, they’ll expect the same satisfaction from their next car, a pair of trainers or holiday.
“The last best experience that anyone has anywhere, becomes the minimum expectation for the experience they want everywhere,” explains David Forde, who leads the customer experience (CX) team at consultancy Gate One.
As a result, it’s important to explore all facets of customer satisfaction: hyper-personalisation – tailoring products, services and interactions to people’s individual preferences; multi or omnichannel customer support; and more proactive communication, trying to anticipate customer needs based on past behaviours and addressing issues before they become problems.
Below, customer experience experts and consultants share their top tips for helping your clients to boost their customer satisfaction.
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