What Is Customer Experience?
Customer experience (CX) is one of the hottest buzzwords in business these days. Today, businesses expect to attract customers based on experience over price. Customer experience is a combination of three factors and, as you will see, customer service alone is not enough. It is only one-third of the equation.
Great customer service builds satisfied customers, but not necessarily loyal ones. Think how many times a satisfied customer has moved their business for $50.
Customer service is important, but it is only one part of the equation. It includes helping someone choose the right policy, answering a billing question or adding a new vehicle.
iUVO enhances the customer service part of customer experience by standardizing your agency procedures. It ensures that all information is gathered quickly and accurately, even from your website.
Moving beyond basic customer service, customer care builds emotional connections. It isn’t about facts, information and service. Care is about relationships.
A CSR may provide great customer service, but how does the customer feel about the service? Do they believe the CSR cares about them as a person, or are they simply a customer?
iUVO provides your staff with proven methods to build relationships as they provide enhanced customer service. This includes communication skills, automated email confirmations and more.
Customer experience encompasses the entire lifecycle, including every touchpoint a customer or prospect has with your agency, whether it is in person, by phone, or on your website.
The right customer experience results in loyal customers who freely refer your agency to their friends and families. They are not only satisfied, they have benefited from doing business with you.
iUVO coordinates customer service, agency procedures, communication skills and marketing to ensure a unique customer experience which makes your competition irrelevant.