Sign up for our online newsletter and stay informed of the latest content! Even when things are going well, it can be difficult to deliver a good customer experience. But when you need to scale sales, service, and contact channels quickly and unexpectedly, things get even trickier. Quality, consistency and efficiency can be seriously affected. At Salesforce Live: Benelux, three CXOs shared how they handled sudden changes in customer demand during the COVID-19 pandemic and the strategies they're using in 2021 for sales, service and customer engagement.
Read on to discover why a 360-degree view, customer feedback and friendly gestures matter. 1. Get information shared A streamlined customer experience starts with a streamlined collaboration between your employees. But many organizations are not there yet: 54% of customers have the impression that Israel phone number list the sales department, customer service and marketing department do not work with the same information. interactions, your teams can deliver a more cohesive and personalized service. But making data accessible offers more benefits than just improving the customer experience – it can also drive innovation. “People come up with new ideas, it can speed things up,” says Daniel Gebler, CTO at online supermarket Picnic.
However, outdated systems can often get in the way of information sharing. “If you use old and new systems side by side, information about customers can be lost. It is very important to have one source for information,” says Marcel Krom, CIO at PostNL, which delivers more than 8 million letters across the Netherlands every day and 1.1 million parcels in the Benelux. 2. Listen to your customers Feedback is a valuable source of information. When designing new apps or launching new products, customers are often your greatest asset. But it doesn't stop there: customer feedback can also help you spot emerging trends and stay ahead of the competition.