CUSTOMER EXPERIENCE DEFINES BRAND SUCCESS FOR CONSUMERS TODAY

The pandemic has taught us what matters most in connecting with consumers. People want to experience empathy — being listened to, heard and understood by someone who takes the time to get to the heart of their issue — more than anything else. In the customer service space, this means knowing each customer, understanding their needs and preferences, and transferring their context across channels so they don’t have repeat themselves. It’s knowing which type of interaction serves customers best in each moment — whether it’s through a human or a bot. And it means giving customers what they need, before they even know they need it. This isn’t to say speed no longer matters. It absolutely does, but not at the expense of an empathetic experience. Source: https://www.genesys.com/blog/post/customer-experience-defines-brand-success-for-consumers-today
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