Is Customer Care the New Customer Service?
1 in 3 customers will leave a brand they love after just one bad experience. (Ouch!)
Today, customer service means customer care, and it’s evolving to include many aspects of the customer experience. Both individuals and organizations are feeling the shift, and for those who respond reactively instead of proactively, adapting to the changes are painful.
Companies are dealing with the highest volume of customer calls they’ve ever experienced. Longer hold times when scheduling appointments, hassle-filled returns, days spent waiting for responses on product questions, delayed shipping of products are only some of the common issues customers are now facing.
Because of experiences like these, buyers are moving to brands that do a better job of making their lives easier. In their future of CX report, PwC surveyed 15,000 consumers and found that 1 in 3 customers will leave a brand they love after just one bad experience.
Where do you start?
In this eBook we’re sharing everything you need to shift your perspective from customer service to customer care. Inside you’ll find insights like:
- The main differences between customer service and customer care. This will give you a reference point to understand where your organization stands.
- The variety of services that fall under customer care.
- Five key metrics to help you analyze how well you’re doing at truly delighting your customers.
- Four tactics you can implement now to make the biggest impact on the way you help customers.
Customer care is the new customer service. By taking the time to develop a robust customer care strategy, you’ll improve your overall customer experience. You’ll also give your teams time back in their work days, allowing them to focus on the strategic areas of the business. With some thoughtful tweaks to your strategy, you’ll be able to make the necessary changes to show your customers their satisfaction is part of your business. Once you transform your strategy to be centered around customer care, you’ll give your customers the type of experience that leaves them wanting to sing your praises and keeps them coming back.
