While low-effort customer service remains an essential part of service strategy, it's insufficient to drive desired loyalty and growth outcomes. The best CSS organizations capitalize on service interactions to make an impact on loyalty through “value enhancement”. In fact, if customers receive value enchancement during a service interaction, then their likelihood of repurchase or renewal increases by 86%.
Use our guide to:
- Understand what value enhancement does (and does not) look like in customer interactions
- Identify a compelling set of initial use cases based on available data and technology
- Deliver value enhancement in both live and self-service interactions
- Drive value outside of one-to-one interactions with customers