Infographic | Retail and Consumer Packaged Goods
Tomorrow’s customer care function is a profit center, not a cost center. In fact, for some brands tomorrow is already here.
JUNE 05, 2022
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Tomorrow’s customer care will be more relational than transactional, with a focus on long-term value creation.
AHT, FCR, CSAT, and NPS will carry less weight as customer care pivots from a cost center to a profit engine.
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The Covid-19 pandemic has triggered breaks in sometimes long-established consumption patterns. Customer behaviors have changed and changed again—often on the fly. Customer preferences have adjusted. Brand loyalties have been called into question.
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Pandemic or no pandemic, consumers want to be known, engaged, and rewarded. And brands are happy to oblige. Gaining a better understanding of your customer empowers personalization—helping them get more of the goods and services they desire, how and when they want them. The result? Businesses get better top and bottom lines and customer loyalty grows. It’s a win-win proposition
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