Thankful

Is Your CX on The Naughty or Nice List?

McKay Borbon | Content Marketing Manager


Customers are making a list, but odds are they’re not checking it twice. Not only do customers know what they want when it comes to CX, but just one negative experience is enough for a third of customers to never do business with you again

It’s the season of giving, so make sure you give your customers the gift of a great experience. Here’s what will land you on the naughty list and what will secure you a spot on the nice list:  

Naughty: Rigid Return Policies

Raise your hand if you’ve been personally victimized by return policies. 🙋‍♀️ Enforcing strict return policies and charging return fees are a sure-fire way to miss out on business. 70% of customers make purchasing decisions based on return policies and they expect the process to be easy, accessible, and free. 

Between the surge in online shopping and pandemic-induced shipping delays, return policies matter more than ever before. Many businesses are easing up on their policies, extending their return windows, and dropping fees. Get on your customers’ good sides by reevaluating your return plans before the holiday season begins. 

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Nice: Service Any time, Anywhere

Customers want to choose how and when they get in touch with your support team. Offering 24/7/365 support across all channels enables you to help your customers when they need you and in a way that works best for them. Whether they’re tracking their order via SMS at 7 pm on Thanksgiving or sending a 2 am email to change a payment method on a late-night order, customers will remember the brands that were there for them.

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Naughty: Deflection

Say it with us: self-service is not full-service! There’s a time and a place for self-service, but when your customers are contacting you for help they don’t want to be brushed off. Instead of sending them off to figure out a solution on their own, show them you care by making sure they’re getting the level of support they need. 

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Nice: Listening To Your Customers

Just because something is on your wishlist, doesn’t mean it’s on your customers’. Brands that focus on what their customers want are far more likely to meet their high expectations and deliver satisfactory experiences. It’s a win-win! 

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Naughty: Long Wait Times

This shouldn’t surprise anyone. The longer a customer has to wait, the more frustrated they’re going to get. Stay off the naughty list by ensuring your customers receive a quick response from your support team and that their issue is resolved in a timely manner. 

Leveraging a scalable technology like AI automation can help reduce customer wait times, even during peak season! 

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Nice: Personalization 

Imagine investing in a relationship with someone who doesn’t make an effort to remember anything about you, care how you’re feeling, or even use your name. Not only is it rude, but it’s honestly pretty weird. That’s what it’s like when brands use cookie-cutter responses and neglect personalized support. 

Customers want to feel valued, so it’s no wonder they feel most connected to brands that truly tailor experiences to them and their needs. If you’re treating each customer as an individual as opposed to a ticket, you’re likely pretty high on their nice list. 

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If it looks like you’re at risk for getting coal this year, we have good news; there’s still time to get on the nice list! Even with the labor crisis, supply chain issues, and the biggest Q4 in retail history up ahead, you can enhance your CX with a customer-centric approach and the right tools. 

You can even make it your 2022 New Years' resolution to get on the CX nice list. We’ll be here to help you make it happen! 

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McKay Borbon | Content Marketing Manager

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