Category: Customer Support KPIs.

Moving on, when it comes to account summary, this usually refers to the way in which a customer service agent deals with a customer. Evidently, there aren’t any individual industry standards for monitoring this. Nevertheless, there are still some elements that are usually taken into account by most staff members, as benchmarks for the way in which they should address given situations.

Essentially, the management sector usually has several criteria that aim at establishing what makes an account successful or not. The same applies when it comes to good calls. Some of the criteria are determined depending on their importance level. It is always recommendable, as a company, to concentrate on enhancing the quality of the calls, as the customer service experience is something that notably influences customer behavior.

Defining Customer Experience

If we were to define customer experience, we would say that it represents the impression you leave with the customer, regarding the way in which they convey your brand and how they relate to it. In general, there are two extremes: namely customers that are satisfied with what you’re offering and customers that are dissatisfied with your services/products. The clients whose opinions are in-between might be indifferent towards your brand.

Nevertheless, the thing is that most companies merely focus on getting a job done, as opposed to focusing on addressing the customer’s individual specifications and expectations of the services or product. This is, supposedly, precisely what separates the average from proficient project managers – the capability of making a difference between these two concepts.

In a way, customer experience represents an emotional connection between an individual and a brand. Depending on the way in which the customer is treated during the customer journey, he/she will form a specific opinion regarding that company, its professionalism, reliability, and so on and so forth.

Nonetheless, in order to actually create an emotional bond between a company and a customer, a unique mix of elements is necessary; elements such as the right technology, the right approach, the right employees, and so on and so forth.

The thing is that branding is far more competitive and challenging than it used to be. And this is widely due to technology, to some extent, at the very least.

After an interaction with your brand, the customer will inevitably form an opinion. This is, in a way, related to the topic of account summary, which aims at incorporating the specific details that comprise the experience of a customer with the company. At the same time, the ultimate test is, evidently, if that person decides to choose your company once more or not. Each interaction matters, over the course of time; even if a customer chose a brand repeatedly, that’s no reassurance, isn’t it?

This is why brand managers ought to focus on enhancing the experience of the customer by testing out different strategies. Some things might work, whilst others might not work, but you can never be 100 percent until you’ve tried something out, is that right or not?


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