Customer support is no longer a nice-to-have — it is an essential function that all businesses need to invest in.
In fact, 52 percent of customers will switch to a competitor if they have a single negative impression and 60 percent of consumers have purchased something from one brand over another based on the service they expect to receive, according to Zendesk.
Customer experience (CX) is the new battleground and businesses that provide the best service are winning. This article will explain how CX consulting can take your customer support to the next level.
What Is CX Consulting?
CX consulting is a service that helps businesses build effective interactions with their customers. Consultants work with you to improve your customer experience and ensure that expectations are being met.
Some of the areas that a CX consultant focuses on are as follows:
- Value proposition
- Customer journey
- Customer research
- Customer persona creation
- Business processes
- Company goals
- Departmental responsibilities
By looking into these and other aspects of a business, a CX consultant can help shape your business by improving its customer experience.
Reasons You Should Invest in CX Consulting
Most companies today would agree that a frictionless customer experience is necessary to survive. The best way to guarantee this is through CX consulting. Here are exact reasons why you need CX consulting for your business:
1. Helps With Customer Acquisition
Word of mouth has remained a reliable marketing tool even with the rise of digital and social media. It offers the most affordable marketing technique for any business. However, to get the best out of this method, you must leverage your customer experience to use their goodwill to spread the word about your business.
A CX consultant will help you create a great customer experience from their first point of contact until they get the service or product they need. This builds a long-term relationship which is a suitable ground for word-of-mouth recommendations.
2. Provides Ideal Techniques to Measure Progress Effectively
The goal of improving a business’s customer experience is growth. But sometimes determining whether your business’s growth is associated with improved customer experience or other improvements across the board can be difficult. Quantifying and reflecting on the results related to improved customer experience can also be daunting.
A customer experience consultant can help you create data from your customer experiences to measure any progress quantitatively. This will help you understand your progress more clearly and help you improve on areas to make your customer experiences better.
3. Reduces Customer Churn
Acquiring and retaining new customers can be costly. It comes with many trials and errors that would increase the total cost further. However, a customer experience consultant can help you reduce costs by providing efficient ways to deal with and retain new customers. They will help you streamline all your customer experiences to ensure the process is easy, friendly, and trackable.
Scale Your Business with CX Consulting Today
Any business needs to maintain excellent customer experiences to remain competitive. CX consulting can help you craft a roadmap with the necessary resources to maintain the best customer experience. We provide the advice and support you need to maximize profits through better customer engagement. Contact us today and learn how we can help you.