Economic uncertainty is a time to invest in customer experience. Brian Solis told CIO Online why:
- 94% of customers said that the service you provide directly influences future buying decisions. 71% said they would switch brands to get better service
- field service management enables service teams to have product expertise, knowledge of customer purchases and usage, enabling them to tailor recommendations to customers’ unique needs, which converts to upselling or cross-selling opportunities with a 65% success rate
- automation via thoughtfully designed chatbots enhances efficiency and productivity of service teams, freeing time for them to be more creative, to spend time engaging customers and cultivate relationships, thus boosting customer loyalty
How are you enabling your sales agents/support agents to be productive? Share your thoughts 👇
By Brian Solis on CIO Executive Editorial
Customer service, especially field service, helps companies outperform competitors and drive growth
Economic uncertainty is a time to invest in customer experience, not cut it, and field service is rife with opportunities to exceed customer expectations.
In economic uncertainty, it’s natural for executives to explore where to reduce spending, trim the fat, so to speak, and cut enterprising investments as a matter of caution. But this thinking is also counter-productive for all the reasons that make uncertainty so predictable. We can expect that every company is going to react this way in times of uncertainty.
In 2023, CIOs are guided to focus on enhancing workforce engagement, customer experience, and data and AI. These are identified as key areas where technology can drive business growth and increase…