All too typically, after we speak with leaders about buyer expertise, they’ll nod their heads knowingly and say one thing alongside the strains of, “We offer nice customer support.” Or they could relate a story of a while when an worker went above and past to repair a buyer’s downside.
However customer support is only one facet of the whole buyer expertise. It normally comes into play when one thing has gone fallacious; it’s the place the place firms sort things when a part of the expertise has been lower than passable. A buyer orders the fallacious measurement and must change it; transport has been delayed due to climate (or within the final yr, due to the put up workplace or COVID-19-related provide chain issues); a invoice is meaningless or accommodates an error. Says Gary Moore, CEO of ServiceSource, which offers outsourced B2B gross sales and assist, “Customer support is