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DELIVER SERVICE EXCELLENCE
Quality of customer service determines to a great extent the success of an organization. Providing great customer experience improves advocacy, increases business revenue, enhances customer loyalty, builds brands and increases market share. Conversely, providing mediocre customer experience increases customer dissatisfaction, lowers customer experience, erodes customer loyalty, which in turn significantly impacts the organization's business revenue and success. At its core, service excellence is all about developing the required culture, capabilities and leveraging technology to ensure a smart, responsive and proactive service delivery ecosystem.
In the evolving digital age, service excellence strategies and framework are broadly based on:
- Employee engagement and empowerment
- Proactive customer engagement and response mechanism
- Omni-channel Customer Service infrastructure, enabled digitally
- Metrics and Quality of Service analysis
According to Forrester, 72% of businesses report that improving customer experience is their top priority. However, many organizations struggle to build the required strategies. Digital enablement empowers customer service professionals to solve issues as per SLAs, strengthen relationships with customers and serve them as true ambassadors for the brand.
In the evolving business paradigm, many organizations face one or more of the following issues:
- The organization gets an unfavorable rating from customer survey, online ratings or hired service.
- Loosely connected or ‘half-baked’ customer engagement channels lowering customer experience
- The organization needs to enhance customer engagement, loyalty and overall experience.
- Organization struggling to implement digital capabilities to improve service delivery
- The organization needs to resolve issues with product defects, service quality, customer complaints or returns.
How Astramind Helps :
Astramind’s globally proven scientific framework addresses key root causes, which impact service excellence viz. leadership, metrics, customer interactions, capability development, recon, rewards, employee engagement et, al. The proven roadmap consists of measurable milestones, which ensures that the process is in-depth and delivers the following outcomes:
- Enhanced customer experience
- Increase in customer loyalty
- Lower costs due to service optimization, fewer returns and less rework
- More engaged customers
- Increase in revenue
- Enhanced competitive advantage
- Better press, reviews, reputation and branding
- Greater pride and hence more engaged employees