Foundever, a global leader in customer experience (CX) management, has published a new report – “The New Customer Care Playbook” – analyzing the factors that provide differential value to customers in today’s market, characterized by high competitiveness and increasing customer demands.
Foundever emphasizes that customer loyalty is no longer based solely on price or product quality, but on the comprehensive experience that the brand offers. In this regard, the company highlights the need for a customer service strategy that is people-centered, proactive, and personalized.
The research identifies five key strategies that companies must adopt to build lasting brand loyalty:
1. Personalization at scale: customers expect brands to know them and offer personalized experiences. This involves using data and analytics to understand their needs and preferences, and adapting communication and offers accordingly. Foundever highlights the importance of implementing AI technologies to achieve personalization at scale, without losing the human touch.
2. Proactivity and anticipation: it’s not enough to react to customer problems. Brands must be proactive and anticipate their needs, offering solutions before problems arise. This involves monitoring customer interactions, analyzing data, and using predictive intelligence to identify potential friction points and offer proactive assistance.
3. Seamless omnichannel experience: customers interact with brands through multiple channels and expect a consistent and smooth experience across all of them. This involves integrating different communication channels (phone, email, chat, social media, etc.) and allowing customers to switch channels without losing the context of their interaction.
4. Agent empowerment: customer service agents are the face of the brand, and their ability to solve problems and provide a positive experience is essential for customer loyalty. Foundever emphasizes the importance of empowering agents with the necessary tools, training, and autonomy to make decisions and solve problems quickly and effectively.
5. Customer-centered culture: customer loyalty begins from within. Companies must cultivate a customer-centered culture where all employees understand the importance of the customer experience and are committed to providing exceptional service. This involves fostering empathy, collaboration, and innovation throughout the organization.
Rui da Silva, Country Leader at Foundever, says that “It is increasingly challenging for companies to differentiate themselves and create a relationship of connection and trust with the customer. At Foundever we constantly investigate the evolution of consumer needs because we are committed to helping companies build lasting relationships with their customers, offering innovative and personalized CX solutions that drive loyalty and growth.”
