Being your customer shouldn’t be a lot of work. Customers want easy ways to find you and the answers they need to make the most of what you provide. When that process is smooth and seamless, it creates loyal customers who are more likely to act as de facto ambassadors of your brand.
Providing a great experience is one of the primary ways to earn customer loyalty. As most organizations have discovered, there’s a lot more to a compelling customer experience than simply getting noticed and piquing interest.
The evolving customer journey
The concept of customer experience has expanded beyond how companies fulfill orders and provide service and support after a transaction. Every interaction and touch point today falls under the customer experience umbrella.
Customers expect continuity and consistency across departments. In many organizations, however, functional silos and the inability to share insights and data create a disjointed, frustrating experience.
A fundamental shift is underway. Companies are seeing how a single, integrated system of action—powered by one platform, one architecture, and one data model—is transforming the customer experience. This approach unites teams, processes, and systems across products, services, and subscriptions for each customer.
With a single version of the truth based on consolidated, real-time information, companies can automate and orchestrate work like never before. The single system of action is the engine that drives all areas of the business to think and act as one in the best interest of customers.
3 ways to nurture customer loyalty
For a growing number of businesses, ServiceNow is the integrated platform of choice for a new era of customer engagement. It enables disparate, isolated teams to collaborate more effectively on the same goals and share critical data about what customers need and want. ServiceNow can help organizations cultivate customer loyalty in three key ways:
Make great customer experience effortless by removing the hard edges of team and system disconnects to manage requests and resolve issues quickly, communicate effectively, and predict and preempt problems.
Harness the power of the entire organization by eliminating barriers to cross-functional collaboration and giving the entire team the tools and information to do their jobs with efficiency and ease.
Free employees to support customers by automating highly manual and repetitive processes and empowering customers to help themselves with self-service options that resolve issues faster and reduce the backlog of requests.
Find out how companies are making customer journeys richer, more compelling, and more consistent in our Book of Knowledge for Customer Experience.
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