Customer Service 2022: Service is Saviour

A two-year pandemic fundamentally changed the way the world does business. At the end of the day, businesses are made of people, and many people are on the brink. They are exhausted and emotionally bankrupt – and that can easily affect how they feel they’re being treated as customers. A look at Newsweek’s ‘2021 Best Customer Service’ list – based on the Net Promoter Score (NPS) – is revealing. What’s NPS? NPS is a measure used to gauge customer loyalty, satisfaction, and enthusiasm that is calculated by asking customers one question: “On a scale from 0 to 10, how likely are you to recommend this product/company to a friend or colleague?” Aggregate NPS scores can help businesses improve on service and customer support and can be a predictor of business growth. After all, a healthy relationship with customers (who are likely to act as advocates for your brand) can generate positive growth and rally employees around one mission-critical objective: earning a more enthusiastic and loyal audience.

So what do Newsweek’s Top 10 2021 customers have in common?  Nothing if you look at their goods and services – they range from Viking Cruises to hotels such as Four Seasons and Waldorf Astoria, to beauty subscription service BoxyCharm. But these organizations understand that customer service is subjective, and that every single customer expects something different based on their life experiences and who they are. Additionally, these businesses have strategically and thoughtfully factored in the stress of the pandemic and how it has impacted society.

Newsweek went even further by breaking down the measurement of customer service into categories as follows:

  • Quality of communication: Were the interactions positive and respectful?
  • Technical competence: Were all questions answered correctly, and was accurate information shared?
  • Range of services: Did each customer have their personal expectations met – or exceeded?
  • Customer focus: Were specific concerns addressed with tailored solutions?
  • Accessibility: Was the customer service department – whether in person or online – easily accessed and available?

So how did the Newsweek Top 10 Customer Service Providers wind up on that list? There are some common threads. To begin with, their customer demographic skews a bit older. When we consider that this segment of the population was more affected by COVID than others, a snapshot emerges. These winning brands maintained current and pandemic-relevant messaging across all platforms including websites, and provided exceptional customer experiences while stressing safety at all times. That message resonated with people – particularly the older demographic.

These businesses also understand that customer experience is omnichannel – and use their websites, social platforms and in-person services to deliver consistent messaging and anticipate customer concerns before they even arise. Remember that not everyone will love your brand, but if you deliver a mission that resonates with your audience, you will be set up for some of the best customer service in your industry.

It’s worth noting that partnering with a customer service outsourcing company can help to set you up for success. There has never been a better time to look to the contactless future of consumerism and revamp. Bricks and mortar – while familiar and comfortable – are no longer the only game in town and digital sales have become a preferred way of doing business. A front-of-the-line customer service outsourcing company like award-winning Anexa can be part of this transformative journey. Anexa’s exceptionally skilled customer service workforce can keep you at the forefront of an increasingly competitive race and help to boost your CX.

Reach out to us at Anexa to find out how we can improve all your customer interactions.