A great customer experience is about more than just good customer service. Getting to know your customers and building and investing in a long-lasting relationship with them are keys to making each customer journey a personalized experience.
Qualtrics XM’s 2019 report on ROI of Customer Experience showed that even minor changes to customer experience, such as fine-tuning integration or real-time support, can improve customer loyalty1. The Customer Experience market is poised to continue its growth and support an impressive compound annual growth rate (CAGR) of 17.5% from 2021 to 20282.
Embarking on new ventures such as new product launches is a big and pivotal step for every business. Innovation should be accompanied by a well-designed and scalable customer experience strategy to achieve higher customer satisfaction rates, reduced customer churn, and increased revenues.
A well-known social media company was about to launch a new product that catered to a much broader audience. The Client needed a partner that is capable of understanding the needs of their complex audience, from anticipating customer inquiries to supporting CX channel strategies. They wanted to build a customized, end-to-end CX strategy that is fit to the new product while staying true to the company’s culture, philosophy, and brand. The Client knew this wasn’t going to be a one-size-fits-all solution, which was why they turned to Us.
Our #RidiculouslyGood CX Consultants identified three ways to add value to the customer experience strategy:
TaskUs’ consulting team also leveraged existing client data, focus group results, and their own acquired knowledge to create detailed customer journey maps. Because the Client is a cutting-edge company, they wanted a full range of CX channels, including text chat and video chat, on top of voice and email support. To meet this need, our consulting team recommended a phased channel rollout.
Download our case study, The Essential Component of a New Product Launch is a Well-defined CX Strategy, to know more on how to develop a customer experience strategy that is fit to your intended audience and optimize an omnichannel approach to foster the success of your new product.