Companies can reach out to their users with

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Simple Tricks to Earn Customer Loyalty
It’s no secret that the pandemic greatly impacted businesses across the globe. As a result of those uncertain times, a new customer has risen, the highly anxious user. In response to this, companies have had to diversify their CX tactics to keep up in the new, highly anxious user arena.

To help businesses keep up, Chief Product and Strategy Manager at Convey, Miller dives into three simple ways to earn lasting customer loyalty that will continue after the pandemic. The first is setting expectations for product arrival. Second, frequently providing status updates to the customer so they have an up-to-date understanding of product handling and delivery time. Lastly, the typical customer wants flexible delivery options. Various businesses have opted for curbside pick up and home delivery instead of in-store shopping.

Miller concludes, “So being early, setting expectations, communicating frequently, those are the things that we are seeing not only customers expect, but the companies that do well are going to earn loyalty that’s going to carry on well beyond this period.” Businesses would do well to implement these three simple tricks to retain customers long after the pandemic is over.

Proactive Communication
SVP of Sales and CX at Kustomer, Bhambri sets the standard high for other CX teams. Bhambri understands that customers are happier when they feel their needs are being handled in an effective manner. He says this is accomplished through setting service expectations with honesty and by being available to solve customer’s issues promptly. He adds that the concept of too much communication between the agent and the user simply doesn’t exist in the realm of CX. Proactive communication happens when product and order updates are sent at each relevant step.

If this is too much communication, Bhambri explains, “Give them the option to opt out. But otherwise at every juncture that’s relevant, I would make sure that I was proactive with my communication.” By showing up and being openly available, agents are better able to get to the root of the customer’s issues in a timely fashion. The more openly a business communicates right now, the better.

The Role of AI in CX
AI has come to the forefront of the recent CX discussions. While not completely replacing the importance of human-to-human interaction, AI has infiltrated the service industry by easing the roles of CX agents by better filtering user issues.

Highly anxious customers can burden customer service agents to the point of being overwhelmed. Companies are integrating AI into their CX to get a better handle on customer service. Miller has deployed an AI program at his company to help catch carrier delivery problems before they happen. This AI is helping meet the new types of service expectations previously mentioned and helps their business have proactive communication. To further explain his AI integration, Miller emphasizes:

“When you can reach out to the customer, you can reassure them, you can appease them, you can reset expectations, you can talk to the carrier about the issues. So it’s really for us all about identifying stuff that the carriers aren’t telling you and that you can’t otherwise as explicitly see in the network so that you can get out in front of these issues and create better customer experiences. That’s the biggest place where we’re deploying it.”

AI and filter their needs so their CX agents have a better handle on incoming belarus phone number data customer situations, resulting in happier and more loyal customers.

To learn more about how to manage customer delivery expectations and how to create lasting customers, check out the Customer Service Secrets podcast episode below, and be sure to subscribe for new episodes each Thursday.

Listen Now:
Listen to “How to Manage Customer Delivery Expectations During COVID-19 | Mike Miller and Vikas Bhambri” on Spreaker.


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