When it comes to value the work of company personnel, traditionally it has taken into account the rate of productivity; the results contributed to the company in quantitative terms, as new customers or turnover. Indicating that currently are going to occupy the background, the face of increasing relevance to cultivate satisfied customers; This is achieved by improving the customer experience.
As recorded by the study published by Aberdeen Group, for the first time, the quality of customer interactions surpasses in importance to the productivity of the employees. A trend that has prevailed decisively over the past 2 years.
If in 2012 65% of companies cared about optimizing the performance of your staff, currently this interest has fallen to 44%. Instead, 59% have turned their attention to improving the customer experience; a need that was hardly representative for 32% in 2012.
The study could also show that the generation of satisfied customers has a positive effect on employees. According to their findings, there is a clear relationship between the quality of the customer experience and happiness of the workers responsible for seeking such satisfaction. Therefore, work in this direction can benefit reciprocally.
A determining factor in the quality of customer service is the attitude of the worker. From his voice, to the tone of the conversation, or how to address it are key elements in promoting the engagement with the client. Reasons to seek a pleasant working environment, fostering employee skills to perform their duties, and make available appropriate means; both in terms of resources, such as training.
On the other hand, it has been seen that much of this work (60%) in order to improve the customer experience is done internally. Therefore, staff must have the right to develop properly their work tools; a flexible and effective, enabling him to complete monitoring of each client, and have the ability to act in a timely manner.
Customization is essential in this new stage in the relationship with the customer. The customer expects preferential treatment and dedication to service by the company, regardless of the channel where you are. To this end, the Big Data provides the information necessary to know all the customer shopping trip, and the various points of contact and customer history.
Decidedly, the strategic objectives of companies have changed. The new client empowerment has focused attention on their needs and requests. All for the sake of keeping his side; the basis for the business work today. In this task, employees play a key role, whose new functions meet those needs go through that customers no longer hesitate to expose publicly.
