Renewal, Expansion and Advocacy:

Customer Success Strategies for 2023

Produced by:

MARKET VIEW 01

Andrzej Tabor

HEAD OF CUSTOMER SERVICE

Customers now have high expectations that digital interactions should be quick, seamless and automated.

How did the global pandemic impact customer experience?

The global pandemic proved that a lot of things can be achieved digitally, both to businesses and their customers. Because the transition to digital technology went smoothly during the pandemic, customers now have high expectations that digital interactions should be quick, seamless and automated.

Whilst many businesses have made it easy for their customers to place orders digitally, there is still work to be done after the order has been placed. Customers want to know what is happening with their order after it has been placed, but not many businesses can provide this information. To deliver a really positive experience, businesses need to give their customers self-service tools so they can see exactly what is happening with their order at any time.

What can businesses do to become customer centric?

Customer centricity is more important than ever. Businesses that want to become customer centric need to ensure that every department is involved with the process. A simple but effective early step that businesses can take in becoming customer centric is to rename the job titles of their employees. For example, a title of Customer Success Manager shows to both the employee and customers that helping customers to achieve success is the number one priority of the business.

Being customer centric is not just about finding success for your customers though. It is also about taking complaints seriously when they arise. When a complaint is handled in a fast, clear and transparent manner, the customer will still feel valued even if something has not quite worked out for them.

Customer centricity is more important than ever.

AI presents exciting opportunities for businesses to automate more of the customer experience.

What impact can AI have on customer experience?

AI presents exciting opportunities for businesses to automate more of the customer experience. When the customer experience is automated in the right way, it allows customers to find the information they need much quicker than if they had to speak with a human representative. It also means that customers can research and place orders at any time, without having to rely on a sales representative being available to talk with.

Implementing AI is not always easy though, because people are often wary of new technologies. They get stuck in working the same way for a long time and do not welcome change. Any business that wants to implement AI needs to ensure that they construct a full business case around the value of AI. When people understand exactly how AI can save them time and money, they are more open to investing in it.

Andy is an an experienced Customer Service Manager, successfully leading customer service teams in multiple industries across Europe.