With the ever-increasing presence of social media and social companies, the power of the customer has never been more evident. In today’s connected world, customer service – and the customer voice – greatly impacts the perception of a company by the public. As corporations around the globe have realized this, customer satisfaction has become a critical focus for nearly every aspect of their business.
According to Forrester Research, a 10 percent improvement in a company’s customer satisfaction score can translate into millions of dollars in increased revenue.
In the past, customer satisfaction may have been a secondary priority for most CIOs behind technology infrastructure and the myriad of other priorities demanded of their department. However, it is critical for today’s IT departments to make CSAT a primary focus not only to align themselves with the rest of the business, but with the needs of their customers.
Technology has a unique ability to empower customers, influence their interactions and ultimately shape their perceptions. Technology is at the heart of every business, its channels and its processes – essentially in all aspects of their customer touch points. As such, this provides a great opportunity for IT departments to be a primary source of impact in relation to customer satisfaction.
According to CIO Magazine, there are four strategies CIOs should follow to support customer-service operations:
- Given the wide array of communication channels and consumer devices, companies must understand their customers’ communication preferences. IT should use this data to anticipate the technology they’ll need to support in the future.
- Design your IT infrastructure to support cross-channel communication. Customers want to start conversations on one channel (such as voice) and continue it on another (such as online) without having to restart the conversation.
- Make sure customer-service agents are empowered with the data they need to quickly answer questions.
- Measure customer satisfaction and agent productivity metrics, and tune technology and business processes to optimize outcomes.
With constrained resources, having an immediate impact on all the areas mentioned above can be daunting. Relying on an expert to help you with strategic IT roadmaps and planning can assist CIOs in developing short and long-term plans to implement technology initiatives that will have the greatest impact on customer satisfaction.
For CIOs with departments that are short-staffed or lacking the well-rounded backgrounds required to assess, develop and implement customer improvement initiatives, augmenting their team with outsourced expertise can help quickly accomplish key customer satisfaction initiatives while eliminating the fixed or up-front capital costs required to hire and equip additional employees.
To find out more ways Valor can help your IT department be at the forefront of customer satisfaction initiatives with our strategic planning and outsourcing services, contact me today.
Vice President Strategic Development