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Customer Service Experience: Is It on Your To-Do List?

shoppers in a grocery store have a customer service experience

Customer experience…everyone is talking about it, but what are you doing about it? If your company serves consumers, there is little doubt you will be pouring energy over the next several years into creating amazing customer service experiences. How do we know? Because studies show that consumers now place more value on a positive brand experience than price. Said another way, they have stated they would be willing to pay more if it would guarantee them a better service experience. That is really saying something!

The next question becomes, if every brand starts focusing on the customer experience, how do you stand out from the crowd? There are a lot of ways that you can differentiate your brand when it comes to excellent service. It’s important to figure out what your ideal customer experience is and then go after it. One framework that can be used to get ahead of the service curve is LEAD: listen, evaluate, anticipate, and drive.

  • Listen to what customers are saying about you and to you
  • Evaluate your strengths and your weaknesses
  • Anticipate the needs of tomorrow’s customer
  • Drive your strategy to execution

By following these four simple steps, you can elevate your brand experience and grow your army of brand loyalists who will be singing your praises to their personal and social networks. 

Read the full article featured in the Winter 2015 Edition of CRM Magazine “LEAD to Provide Differentiate Consumer Experiences” for more insights.

Shellie Vornhagen
by Shellie Vornhagen

Shellie Vornhagen is the senior vice president of marketing and North American sales for Astute, a leading provider of smart consumer engagement solutions. A veteran in the software industry, she is passionate about using technology to improve people’s day-to-day lives.