As a key differentiator between companies, a top consideration for customers, and a profit-generating force in its own right, it's impossible to overstate the importance of customer service to business growth for 2022.
More than 60% of customers report that they now have higher customer service standards after the past year’s crisis. With more people buying online than ever before, customer service is now a key differentiator in the eyes of both customers and companies.
With 73% of businesses reporting a direct link between their customer service and business performance, the focus in 2022 is on building a long-term relationship in which each customer interaction offers opportunities for deeper, more valuable engagement. As customer expectations become more demanding, the cost of inaction when it comes to delivering a positive customer service is all too real.
Businesses that succeed in wowing their customers will have a real opportunity to expand, retain and deepen their customer base, as well as stake a claim on the growing number of customers shopping with a service-first mindset. It’s little wonder that the top business priorities for the next 12 months are all service-related.
The research published in the 2022 Zendesk CX Trends Report suggests that nearly two-thirds of organisations are prioritising driving better customer experiences, whilst 31% report that they will be looking to drive stronger customer relationships and 23% will be prioritising increasing customer satisfaction. In this new business reality, organisations have acknowledged they can no longer put off real investments in their customer service. Whether a company exceeds or falls short of customer expectations is now directly tied to business success – 61% of customers are out the door after just a single negative experience.
Investments in emerging technologies including AI and Automation and Conversational service, and a renewed focus on aligning disparate and siloed channels will have a real impact on sales – 89% of customers report that they will spend more with companies that allow them to find the answers online without having to contact anyone, whilst 90% report that they will spend more with companies that personalise the customer experience they offer.
Customer service is no longer about finding a quick solution to a single customer problem, instead, it’s a strategic differentiator and represents an untapped goldmine of growth. With 43% of business leaders reporting that their organisation does not have a three year strategic plan for customer service, those businesses who can draw clear links between their service teams and the rest of their business have a significant advantage.
High-performing organisations are more likely to understand the inherent value of their customer service teams, prioritise funding of customer service initiatives, and view customer service primarily as a revenue driver.
What businesses do now charts their course for the future – embracing new technologies and strategic investments in both people and processes will infuse a service-first mindset into all levels of your business, presenting better opportunities to drive bottom-line growth and create exceptional experiences.
You can read the full 2022 CX Trends Report here.
If you’d like to discuss your priorities for customer service in 2022 and beyond, or you're interested in learning how Route 101 could help your organisation to cut operational costs, drive revenue and boost efficiency, contact us to book a consultation call.
