We congraltulate you on your achieved Customer Service (CSI) rating! However that is just one part of the entire customer journey, while Customer Experience (CX) encompasses all the interactions between your brand and a customer. Within this high-level distinction, there are even more ways to separate and improve CX from customer service.
At Marvelzap we understand the challenges faced by the OE service sector in maintaining successful business growth, while facing the demands of everyday life. With over 30 years of experience in the auto service industry, we are a reputable provider of customized CX service business focused training for OE services, enabling you to achieve long-term success while maintaining a healthy work/life balance.
In today's life, car services and repairs are mostly an
unexpected expense for most people. The mindset can be altered by this fact, leading to an under-pressure situation for both the customer and the service. To overcome and handle this factor, services with business
customer-centric practices will always have a successful outcome.
Consumers
collect online data to learn about an organization’s services, products, and
pricing. They interact with a service business wherever and whenever they want.
They give out their information and spend their money on their
terms.
Successful businesses have adjusted to this reality. They have established an
online presence that meets customers where they are while continuing
to develop comprehensive customer experience training programs for their
employees.
What
is CX?
By
Harvard Business Review: Customer experience encompasses every aspect of a
company’s offering—the quality of customer care, of course, but also
advertising, packaging, product and service features, ease of use, and
reliability.
CX is the impression your customers have of
your brand as a whole throughout all aspects of the buyer’s journey. It results
in their view of your brand and impacts factors related to your bottom line,
including revenue. CX and service have converged. It’s more than call centers and
great responses to problems; it is applicable in sales, support, service and
marketing. Providing great customer experiences now means bringing amazing,
almost magical catering at every opportunity.
Enhancing CX and Business Success in the Auto Service Industry
CX is the impression your customers have of your brand as a whole throughout all aspects of the buyer’s journey. It results in their view of your brand and impacts factors related to your bottom line, including revenue. CX and service have converged. It’s more than call centers and great responses to problems; it is applicable in sales, support, service and marketing. Providing great customer experiences now means bringing amazing, almost magical catering at every opportunity.
Yes it is possible!
The main elements of the training:
- · Determining service customer needs
- · Using data to understand the customer experience
- · Creating a buying process that makes the customer aware of the feeling of satisfaction/experience.
- · Mapping the customer journey
- · User research and usability testing
- · Customer Experience Analysis
- Connection of the customers and CSAT factors