Article originally published in the Altfi report, jointly sponsored by Zendesk. The landscape of customer service has never looked more different, shaped by shifting consumer behaviour and expectations that have rapidly changed over the past two years, driven in turn by the shocks and aftershocks of the pandemic, economic uncertainties, and ever evolving technology trends. Consumers’ voices are growing louder, and bolder, and what customers want is clear: immersive customer experiences.
Take a moment and think about your latest purchasing experiences. Can you recall buying a product impulsively because of excitement? Or can you remember leaving a store because of a bad experience? What was the main driver of your decisions? Harvard Business Study shows that ninety-five per cent of purchase decisions are emotional. The traditional Customer Experience (CX) metrics like NPS, CSAT, and CES only measure loyalty, service quality, and functionality.
We’re excited to introduce our upcoming blog series: “Navigating the Path to Customer Service Excellence,” which is a review of the Vivantio eBook The Complete Guide to Customer Service Transformation. Over the next five weeks, we’ll be diving into a pivotal component of B2B success—putting customers at the very core of your business operations.
