Since graduating from Texas Tech University where he earned a BBA in finance and economics, Brian Zolke has emerged as an expert in the finance field. While working for the Bank of America in Charlotte, North Carolina, Brian Zolke was in charge of steering a world-class customer experience.
A world-class client experience refers to customer service that exceeds customer expectations. Due to intense competition, each company is looking for ways to enhance the customer experience to increase revenues and customer retention rates.
Keys to good customer service leads to reduced customer churn, brand preference reinforcement, and increased sales. It is essential to consider these factors when creating the best client experience strategy.
Personalization
To ensure that a client experience strategy works, individual clients should receive personalized experiences. To have an advantage over other competitors, a brand should cater to each client’s specific needs.
Channel flexibility
Consumers interact with brands at various touch-points. An ideal client experience strategy should ensure the flexibility to switch the channels without the consumer losing the context of previous interactions.
Client journey maps
To deliver a consistent and unified client experience, it is essential to trace the client’s journey by identifying various touch-points through which the client interacted with the brand. This helps the company to plan, and also to prepare to serve clients throughout their lifecycle.
A world-class client experience refers to customer service that exceeds customer expectations. Due to intense competition, each company is looking for ways to enhance the customer experience to increase revenues and customer retention rates.
Keys to good customer service leads to reduced customer churn, brand preference reinforcement, and increased sales. It is essential to consider these factors when creating the best client experience strategy.
Personalization
To ensure that a client experience strategy works, individual clients should receive personalized experiences. To have an advantage over other competitors, a brand should cater to each client’s specific needs.
Channel flexibility
Consumers interact with brands at various touch-points. An ideal client experience strategy should ensure the flexibility to switch the channels without the consumer losing the context of previous interactions.
Client journey maps
To deliver a consistent and unified client experience, it is essential to trace the client’s journey by identifying various touch-points through which the client interacted with the brand. This helps the company to plan, and also to prepare to serve clients throughout their lifecycle.
